Perceived Quality of Mobile Services : : A Segment-Specific Analysis.

• Superior document: Forschungsergebnisse der Wirtschaftsuniversitaet Wien Series ; v.18
• Author: Dickinger, Astrid.
• Place / Publishing House: Frankfurt a.M. : : Peter Lang GmbH, Internationaler Verlag der Wissenschaften,, 2007.; ©2008.
• Year of Publication: 2007
• Edition: 1st ed.
• Language: English
• Series: Forschungsergebnisse der Wirtschaftsuniversitaet Wien Series
• Physical Description: 1 online resource (206 pages)

Table of Contents

Cover -- 1 INTRODUCTION -- 1.1 RESEARCH QUESTIONS AND AIMS -- 1.2 IMPLICATIONS -- 1.3 RESEARCH DESIGN -- 1.4 STRUCTURE -- 2 THE EXPLORATIVE RESEARCH -- 2.1 A BRIEF SUMMARY OF QUALITATIVE RESEARCH -- 2.1.1 Advantages and Disadvantages of Qualitative Research Methods -- 2.1.2 Preparing for the Field and the Selection of Experts -- 2.1.3 Qualitative Interviewing -- 2.1.4 Qualitative Data Processing and Analyzing -- 2.2 CARRYING OUT THE QUALITATIVE RESEARCH -- 3 THE M-COMMERCE VALUE CHAIN -- 3.1 THE BASIC MODEL -- 3.2 INFRASTRUCTURE AND SERVICES -- 3.2.1 Mobile Transport -- 3.2.2 Mobile Interface and Applications -- 3.2.2.1 Mobile Phones -- 3.2.2.1.1 Phones as Portable Entertainment Players -- 3.2.2.1.2 Phones as a New Marketing Tool for Retailers and Manufacturers -- 3.2.2.1.3 Phones as a Multi-Channel Shopping Device -- 3.2.2.1.4 Phones as Portable Navigation Guides -- 3.2.2.1.5 Phones as Tickets and Money -- 3.2.2.1.6 Phones as a Mobile Internet Device -- 3.2.3 Mobile Service Technologies and Delivery Support -- 3.2.3.1 Messaging Services -- 3.2.3.2 Security and Privacy -- 3.3 CONTENT -- 3.3.1 Content Creation -- 3.3.2 Content Packaging -- 3.3.3 Market Making -- 3.4 THE MOBILE USER -- 4 MOBILE SERVICES -- 4.1 CHARACTERISTICS OF MOBILE SERVICES -- 4.2 TYPES OF MOBILE SERVICES -- 4.2.1 Information Services -- 4.2.2 Entertainment Services -- 4.2.3 Transaction Services -- 4.2.4 Communication Services -- 4.2.5 Mobile Marketing Services -- 4.2.5.1 Mobile Branding -- 4.2.5.2 Mobile CRM -- 4.2.5.3 Mobile Advertising -- 4.2.5.4 Mobile Market Research -- 5 THEORETICAL AND METHODOLOGICAL FRAMEWORK -- 5.1 RELEVANCE OF THE THEORETICAL FRAMEWORK -- 5.2 DIFFUSION AND ADOPTION THEORIES -- 5.2.1 Diffusion of Innovations -- 5.2.2 Social Cognitive Theory -- 5.2.3 Theory of Planned Behavior &amp -- Theory of Reasoned Action -- 5.2.4 The Technology Acceptance Model.

5.2.5 Task Technology Fit Model -- 5.2.6 Motivational Model -- 5.2.7 Unified Theory of Acceptance and Use of Technology -- 5.2.8 Comparative Analysis of Adoption Models -- 5.3 SERVICE QUALITY -- 5.3.1 Donabedian's Model -- 5.3.2 Grönroos' Model -- 5.3.3 Parasuraman, Zeithaml, Berry -- 5.3.4 Measurement of Service Quality -- 5.3.4.1 SERVQUAL -- 5.3.4.2 SERVPERF -- 5.3.5 Internet Quality -- 5.3.5.1 E-S-Quality -- 5.3.5.2 EC-SERVQUAL -- 5.3.5.3 WebQual by Barnes and Vidgen -- 5.3.5.4 WebQual by Loiacono, Watson and Goodhue -- 5.3.5.5 DeLone and McLean's Model of IS Success -- 5.3.5.6 Sitequal -- 5.3.5.7 eTailQ -- 5.3.5.8 Attitude Toward the Site - AST -- 5.4 BEHAVIORAL CONSEQUENCES OF PERCEIVED SERVICE QUALITY -- 5.4.1 Loyalty -- 5.4.1.1 Day's Two-Dimensional Loyalty Concept -- 5.4.1.2 Loyalty According to Jacoby, Chestnut and Kymer -- 5.4.1.3 The Dick and Basu Loyalty Approach -- 5.4.1.4 Oliver's Dynamic Loyalty Perspective -- 5.4.1.5 Measuring Loyalty -- 5.4.1.6 The Relationship between Customer Satisfaction and Loyalty -- 5.4.2 Value -- 5.4.2.1 Utilitarian Approach to Perceived Value -- 5.4.2.2 Behavioral Approach to Perceived Value -- 5.5 DISCUSSION OF THE RELEVANT MODELS AND CONSTRUCTS -- 5.6 CAUSAL MODELING -- 5.6.1 Causal Models -- 5.6.2 Usage Areas for Causal Models -- 5.6.3 Steps for Structural Equation Modeling -- 5.6.3.1 Model Specification -- 5.6.3.2 Model Identification -- 5.6.3.3 Parameter Estimates -- 5.6.3.4 Model Evaluation Measures -- 5.6.4 M-Plus -- 5.6.4.1 Particularities Estimating Models with Categorical Data -- 5.6.4.2 Estimators in Mplus -- 5.6.4.3 Fit Indices for Categorical Variables -- 6 HYPOTHESES DEVELOPMENT AND MODEL SPECIFICATION -- 6.1 PERCEPTUAL ATTRIBUTES -- 6.2 HIGHER ORDER ABSTRACTIONS -- 6.3 BEHAVIORAL OUTCOMES -- 6.4 MODERATOR EFFECTS -- 6.4.1 Innovativeness -- 6.4.2 Experience -- 6.4.3 Age.

7 OPERATIONALIZATION OF THE CONSTRUCTS -- 8 DATA COLLECTION -- 8.1 QUESTIONNAIRE DESIGN -- 8.2 SAMPLING AND SAMPLE SIZE -- 8.3 PRETEST -- 8.4 THE FIELD PHASE -- 9 EMPIRICAL TEST AND ANALYSES -- 9.1 RESPONSE RATE -- 9.2 SAMPLE STRUCTURE -- 9.2.1 Profile of m-parking Users and Non-Users -- 9.2.2 M-Services Usage Behavior -- 9.2.3 M-Parking Usage -- 9.2.4 Data Structure -- 9.3 TEST RESULTS -- 9.3.1 Test of the Hypothesized Model -- 9.3.1.1 Test of the Measurement Model -- 9.3.2 Using Dichotomous Variables for Model Test -- 9.3.2.1 The Measurement Model Using Dichotomous Variables -- 9.3.3 Summary and Interpretation of Findings from the Model Test -- 9.4 ALTERNATIVE MODELS -- 9.4.1 Alternative 1 -- 9.4.2 Alternative 2 -- 9.5 SEARCHING FOR HETEROGENEITY -- 9.5.1 Multiple Group Analysis -- 9.5.1.1 Innovativeness as Grouping Variable -- 9.5.1.2 Experience as Grouping Variable -- 9.5.1.3 Age as Grouping Variable -- 9.5.2 Latent Class Analysis -- 9.5.2.1 Model Differences -- 9.5.2.2 Distinct Characteristics of the Classes Identified -- 9.5.2.2.1 Class One: Mobile Service Skeptics -- 9.5.2.2.2 Class Two: Undecided Users -- 9.5.2.2.3 Class Three: Cautious Innovators -- 9.5.2.2.4 Class Four: Mobile Service Lovers -- 10 CONCLUSIONS -- 10.1 IMPLICATIONS FOR FUTURE RESEARCH -- 10.2 IMPLICATIONS FOR INDUSTRY -- 11 REFERENCES -- 12 APPENDIX - QUESTIONNAIRE.