Skip to main content
SpringerLink
Log in

A study of mobile internet user’s service quality perceptions from a user’s utilitarian and hedonic value tendency perspectives

  • Published:
Information Systems Frontiers Aims and scope Submit manuscript

Abstract

Although a few studies have focused on mobile value from the distinctive feature of a mobile technology perspective, limited attempts have been made from a mobile user’s value tendency perspective. In this study, building upon prior research on productivity-oriented and pleasure-oriented nature of systems, we categorize mobile values as having utilitarian and hedonic use. Based on these two values, we conceptualize types of tendency of mobile users’ application use namely utilitarian tendency and hedonic tendency. The goal of this study is to examine the relationships between mobile consumers’ value tendency and their perceptions of mobile Internet service quality in terms of three different mobile quality dimensions (i.e., connection quality, design quality, and information quality). In addition, drawing upon the “digital divide” literature, the relationships between mobile users’ personal dispositions (i.e., maturity and socio-economic status) and their mobile value tendency are also tested. The empirical results of the study, the interpretation of the results, research contributions, and limitations are discussed.

This is a preview of subscription content, log in via an institution to check access.

Access this article

Log in via an institution

Price excludes VAT (USA)
Tax calculation will be finalised during checkout.

Instant access to the full article PDF.

Institutional subscriptions

Fig. 1
Fig. 2

Similar content being viewed by others

Notes

  1. Even though mobile Internet service and wireless Internet service are used interchangeably in many cases, they are different. Wireless Internet service can be defined to a Radio Frequency (RF)-based Internet service. Some of wireless Internet services such as Wi-Fi, Local Multipoint Distribution Service (LMDS), Multi-point Multi-channel Distribution Service (MMDS), and fixed wireless LAN, have limited or low mobility—i.e., they are mobile stationary services within a restricted area (e.g., a building). In this study, mobile Internet service is defined as the narrow wireless Internet service provides high mobility in a wide area (e.g., a city-wide) through portable mobile devices such as a cell phone, a PDA, and a handheld computer. The mobile Internet service provides connectivity to the Internet while moving (i.e., mobile connectivity), whereas fixed types of wireless Internet service have a limited mobile connectivity.

  2. Please note that in this study we are not proposing any theories that address the causal relationship between mobile value tendency and users’ perceptions on service quality. In this study, what we are proposing is the association between mobile value tendency and perceptions on service quality.

  3. The fourteen choices were available mobile applications at that time the survey was conducted.

  4. Common method bias refers to error that is attributable to the measurement method rather than to the construct of interest. It is one of the main sources of measurement error which threatens the validity of the conclusions about the relationships between measures.

References

  • Anckar, B., & D’Incau, D. (2002). Value creation in mobile commerce: findings from a consumer survey. The Journal of Information Technology Theory and Application (JITTA), 4(1), 43–64.

    Google Scholar 

  • Atkin, C. (1973). Instrumental utilities and information seeking. In P. Clarke (Ed.), New models for mass communication research (pp. 205–242). London: Sage.

    Google Scholar 

  • Baldi, S., & Thaung, H. (2002). The entertaining way to M-Commerce: Japan's approach to the mobile internet—A model for Europe? Electronic Markets 12(1).

  • Barzilai-Nahon, K. (2006). Gaps and bits: conceptualizing measurements for digital divide/s. Information Society, 22, 269–278.

    Article  Google Scholar 

  • Bentler, P. M. (1990). Comparative fit indexes in structural models. Psychological Bulletin, 107(2), 238–246.

    Article  Google Scholar 

  • Bentler, P. M., & Chou, C. P. (1987). Practical issues in structural modeling. Sociological Methods & Research, 16(1), 78–117.

    Article  Google Scholar 

  • Berry, L. L., & Parasuraman, A. (1997). Listening to the customer—the concept of a service-quality information system. Sloan Management Review, 38, 65–76.

    Google Scholar 

  • Bikson, T., & Panis, C. (1999). Citizens, computers, and connectivity. Santa Monica: RAND.

    Google Scholar 

  • Boneva, B., Kraut, R., & Frohlich, D. (2001). Using e-mail for personal relationships: the difference gender makes. The American Behavioral Scientist, 45(3), 530–549.

    Article  Google Scholar 

  • Booz-Allen&Hamilton (2000). The wireless internet revolution. In Insights: Communications, Media & Technology Group.

  • Byrne, B. M. (2001). Structural equation modeling with AMOS: Basic concepts, applications, and programming. Mahwah: Lawrence Erlbaum Associates Publishers.

    Google Scholar 

  • Carpenter, J. M., Moore, M., & Fairhurst, A. E. (2005). Consumer shopping value for retail brands. Journal of Fashion Marketing and Management, 9(1), 43–53.

    Article  Google Scholar 

  • Chen, W., Boase, J., & Wellman, B. (2002). The global villagers: Comparing internet users and uses around the world. In B. Wellman & C. Haythomthwaite (Eds.), The internet in everyday life (pp. 74–113). Blackwell.

  • Cheong, J. H., & Park, M.-C. (2005). Mobile internet acceptance in Korea. Internet Research, 15(2), 125–140.

    Article  Google Scholar 

  • Chin, W. W. (1998). Issues and opinion on structural equation modeling. MIS Quarterly, 22(1), 7–16.

    Google Scholar 

  • Ching, C. C., Basham, J. D., & Jang, E. (2005). The legacy of the digital divide: gender, socioeconomic status, and early exposure as predictors of full-spectrum techonology use among young adults. Urban Education, 40(4), 394–411.

    Article  Google Scholar 

  • Chinn, M. D., & Fairlie, R. W. (2004). The determinants of the global digital divide: A cross-country analysis of computer and internet penetration. In Department of Economics. University of Wisconsin.

  • Chiu, C.-M., Chiu, C.-S., & Chang, A.-C. (2007). Examining the integrated influence of fairness and quality on learners’ satisfaction and web-based learning continuance intention. Information Systems Journal, 17, 271–287.

    Article  Google Scholar 

  • Cho, J., ZuniGa, H. G. D., Rojas, H., & Shah, D. V. (2003). Beyong access: the digital divide and internet uses and gratifications. IT & Society, 1(4), 46–72.

    Google Scholar 

  • Churchill, G. A. (1979). A paradigm for developing better measures of marketing constructs. Journal of Marketing Research, 16(1), 64–73.

    Article  Google Scholar 

  • Clarke, I. (2001). Emerging value propositions for M-Commerce. Journal of Business Strategies, 18(2), 133–148.

    Google Scholar 

  • Collier, J. E., & Bienstock, C. C. (2006). Measuring service quality in E-Retailing. Journal of Service Research, 8(3), 260–275.

    Article  Google Scholar 

  • Cronin, J. J., Brady, M. K., Brand, R. R., Hightower, R. J., & Shemwell, D. J. (1997). A cross-sectional test of the effect and conceptualization of service value. The Journal of Services Marketing, 11(6), 375.

    Article  Google Scholar 

  • Cronin, J. J. J., Brady, M. K., & Hult, G. T. M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioural intentions in service environments. Journal of Retailing, 76(2), 193–218.

    Article  Google Scholar 

  • Dabolkar, P. A., Shepard, D. D., & Thorpe, D. I. (2000). A comprehensive framework for service quality: an investigation of critical conceptual and measurement issues through a longitudinal study. Journal of Retailing, 76(2), 139–173.

    Article  Google Scholar 

  • Dyer, J. H. (1997). Effective interfirm collaboration: how firms minimize transaction cost and maximize transaction value. Strategic Management Journal, 18(7), 535–556.

    Article  Google Scholar 

  • Dyke, V. P. T., Kappelman, L. A., & Prybutok, V. R. (1997). Measuring information systems service quality: concerns on the use of the SERVQUAL questionnaire. MIS Quarterly, 21(2), 195–208.

    Article  Google Scholar 

  • Dyke, V. P. T., Prybutok, V. R., & Kappelman, L. A. (1999). Cautions on the use of the SERVQUAL measure to assess the quality of information systems services. Decision Sciences, 30(3), 877–890.

    Article  Google Scholar 

  • Fornell, C., & Larcker, D. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39–50.

    Article  Google Scholar 

  • Grewal, D., Monroe, K. B., & Krishnan, R. (1998). The effect of price-comparison advertising on buyers’ perceptions of acquisition value, transaction value, and behavioral intentions. Journal of Marketing, 62(2), 46–59.

    Article  Google Scholar 

  • Gronroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36–44.

    Article  Google Scholar 

  • Heinonen, K., & Strandvik, T. (2005). Communication as an element of service value. International Journal of Service Industry Management, 16(2), 186.

    Article  Google Scholar 

  • Hirschman, E. C., & Holbrook, M. B. (1982). Hedonic consumption: emerging concepts, methods and propositions. Journal of Marketing, 46(3), 92–101.

    Article  Google Scholar 

  • Holbrook, M. B. (1999). Introduction to consumer value. In M. B. Holbrook (Ed.), Consumer value: A framework for analysis and research. New York: Routledge.

    Chapter  Google Scholar 

  • Holsapple, C. W. (2007). User acceptance of virtual worlds: the hedonic framework. Database for Advances in Information Systems, 38(4), 86–89.

    Article  Google Scholar 

  • Hong, S.-J., Thong, J. Y. L., & Tam, K. Y. (2006). Understanding continued information technology usage behavior: a comparison of three models in the context of mobile internet. Decision Support Systems, 42, 1819–1834.

    Article  Google Scholar 

  • Howard, P., Rainie, L., & Jones, S. (2001). Days and nights on the internet: the impact of a diffusing technolgoy. American Behavioral Scientist, 45(3), 383–404.

    Google Scholar 

  • Hu, L., & Bentler, P. M. (1999). Cutoff criteria for fit indexes in covariance structure analysis: conventional criteria versus new alternatives. Structural Equation Modeling, 6(1), 1–55.

    Article  Google Scholar 

  • ITU-T (1994). Terms and definitions related to quality of service and network performance including dependability. Recommendation (E.800).

  • Joreskog, K. G., & Sorbom, D. (1988). LISREL 7: A guide to the program and applications. Chicago: SPSS Inc.

    Google Scholar 

  • Kannan, P., Chang, A., & Whinston, A. (2001). Wireless commerce: marketing issues and possibilities, The 34th Annual Hawaii International Conference on System Sciences (HICSS-34). Maui: IEEE Computer Society Press.

    Google Scholar 

  • Katz, E., Blumler, G., & Gurevich, M. (1974). Utilization of mass communication by the individual. In J. G. Blumler & E. Katz (Eds.), The use of mass communication: Current perspectives on gratifications research (pp. 19–32). Beverly Hills: Sage.

    Google Scholar 

  • Katz, J. E., & Rice, R. E. (2002). Social consequences of internet use: access, involvement and interaction. Cambridge: MIT.

    Google Scholar 

  • Kelloway, E. K. (1998). Using LISREL for structural equation modeling: A researcher’s guide. Thousand Oaks: SAGE.

    Google Scholar 

  • Kim, H.-W., Chan, H. C., & Gupta, S. (2007). Value-based adoption of mobile internet: an empirical investigation. Decision Support Systems, 43(1), 111–126.

    Article  Google Scholar 

  • Kim, H., Kim, J., & Lee, Y. (2005). An empirical study of use contexts in the mobile internet, focusing on the usability of information architecture. Information Systems Frontiers, 7(2), 175–186.

    Article  Google Scholar 

  • King, W. R., & Epstein, B. J. (1983). Assessing information system value: an experimental study. Decision Sciences, 14(1), 34.

    Article  Google Scholar 

  • Kline, R. G. (1998). Principles and practices of structural equation modeling. New York: Guilford.

    Google Scholar 

  • Koivisto, M., & Urbaczewski, A. (2004). The relationship between quality of service perceived and delivered in mobile Internet communications. Information Systems and e-Business Management, 2, 309–323.

    Article  Google Scholar 

  • Kraut, R., Mukhopadhyay, T., Szczypula, J., Kiesler, S., & Scherlis, B. (1999). Information and communication: alternative uses of the Internet in households. Information Systems Research, 10(4), 287–303.

    Article  Google Scholar 

  • Laudon, K. C., & Laudon, J. P. (2005). Essentials of business information systems: managing the digital firm. Upper Saddle River: Prentice Hall.

    Google Scholar 

  • Leung, L., & Wei, R. (1998). The gratifications of pager use: sociability, information-seeking, entertainment, utility, and fashion and Status. Telematics and Informatics, 15, 253–264.

    Article  Google Scholar 

  • Leung, L., & Wei, R. (2000). More than just talk on the move: uses and gratifications of the cellular phone. J&MC Quarterly, 77, 308–320.

    Article  Google Scholar 

  • Mookerjee, V. S., & Dos Santos, B. L. (1993). Inductive expert system design: maximizing system value. Information Systems Research, 4(2), 111.

    Article  Google Scholar 

  • Mundorf, N., & Bryant, J. (2002). Realizing the social and commercial potential of interactive technologies. Journal of Business Research, 55, 665–670.

    Article  Google Scholar 

  • Nunnally, J. C. (1967). Psychometric theory. New York: McGraw-Hill.

    Google Scholar 

  • Nunnally, J. C. (1978). Psychometric theory (2nd ed.). New York: McGraw-Hill.

    Google Scholar 

  • Nunnally, J. C., & Bernstein, I. H. (1994). Psychometric theory (3rd ed.). New York: McGraw-Hill.

    Google Scholar 

  • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing Management, 49, 41–50.

    Google Scholar 

  • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: a multiple-item scale for measuring customer perceptions of service quality. Journal of Retailing, 64(1), 12–40.

    Google Scholar 

  • Pienaar, A., Kruger, P. S., & Adendorff, K. (1986). An evaluation model for quantifying system value. IIE Transactions, 18(1), 10.

    Article  Google Scholar 

  • Pitt, L. F., Watson, R. T., & Kavan, C. B. (1995). Service quality: a measure of information systems effectiveness. MIS Quarterly, 19(2), 173–187.

    Article  Google Scholar 

  • Podsakoff, P. M., MacKenzie, S. B., Lee, J.-Y., & Podsakoff, N. P. (2003). Common method biases in behavioral research: a critical review of the literature and recommended remedies. Journal of Applied Psychology, 88(5), 879–903.

    Article  Google Scholar 

  • Rao, H. R., & Lynch, B. D. (1993). Hedonic price analysis of workstation attributes. Communication of ACM, 36(12), 95–102.

    Article  Google Scholar 

  • Rice, R. E., & Katz, H. E. (2003). Comparing internet and mobile phone usage: digital divides of usage, adoption, and dropouts. Telecommunications Policy, 27, 597–623.

    Article  Google Scholar 

  • Rosengren, E. (1974). Uses and gratifications: a paradigm outlined. In J. G. Blumler & E. Katz (Eds.), The use of mass communication: Current perspectives on gratifications research (pp. 269–286). Beverly Hills: Sage.

    Google Scholar 

  • Sadeh, N. (2002). M-Commerce: Technologies, services, and business models. Boston: Wiley.

    Google Scholar 

  • Sheehan, K. B. (2002). Of surfing, searching, and newshounds: a typology of Internet users’ online sessions. Journal of Advertising Research, 42(5), 62–71.

    Google Scholar 

  • Siau, K., Lim, E., & Shen, Z. (2001). Mobil commerce: promises, challenges, and research agenda. Journal of Database Management, 12(3), 4–13.

    Article  Google Scholar 

  • Siau, S., & Shen, Z. (2003). Building customer trust in mobile commerce. Communication of ACM, 46(4), 91–94.

    Article  Google Scholar 

  • Van Der Heijden, H. (2004). User acceptance of hedonic information systems. MIS Quarterly, 28(4), 695–704.

    Google Scholar 

  • Wakefield, R. L., & Whitten, D. (2006). Mobile computing: a user study on hedonic/utilitarian mobile device usage. European Journal of Information Systems, 15, 292–300.

    Article  Google Scholar 

  • Wood, S., & Chatterjee, S. (2002). Network quality of service for the enterprise: a broad overview. Information Systems Frontiers, 4(1), 63–84.

    Article  Google Scholar 

  • Woodruff, R. B. (1997). Customer value: the next source for competitive edge. Journal of Academy of Marketing Science, 25(2), 139–153.

    Article  Google Scholar 

  • Young, L. F. (1984). Justifying information systems: value acquisition versus cost reduction. The Journal of Information Systems Management, 1(3), 93.

    Article  Google Scholar 

  • Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2000). A conceptual framework for understanding E-service quality: Implications for future research and managerial practice, Marketing Science Institute, Cambridge, MA.

  • Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2002). Service quality delivery through web sites: a critical review of extant knowledge. Journal of Academy of Marketing Science, 30(4), 362–375.

    Article  Google Scholar 

Download references

Author information

Authors and Affiliations

  1. University of Houston Clear-Lake, 2700 Bay Area Boulevard, Delta, 169, Houston, TX, 77058-1098, USA

    Dan J. Kim

  2. School of Accountancy and MIS, DePaul University, Chicago, IL, USA

    Yujong Hwang

  3. College of International Studies, Kyung Hee University, Seoul, South Korea

    Yujong Hwang

Authors
  1. Dan J. Kim
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. Yujong Hwang
    View author publications

    You can also search for this author in PubMed Google Scholar

Corresponding author

Correspondence to Dan J. Kim.

Rights and permissions

Reprints and permissions

About this article

Cite this article

Kim, D.J., Hwang, Y. A study of mobile internet user’s service quality perceptions from a user’s utilitarian and hedonic value tendency perspectives. Inf Syst Front 14, 409–421 (2012). https://doi.org/10.1007/s10796-010-9267-8

Download citation

  • Published:

  • Issue Date:

  • DOI: https://doi.org/10.1007/s10796-010-9267-8

Keywords

Search

Navigation