Article

Customer expectation level in mobile data services

Authors:

MobileHCI '05: Proceedings of the 7th international conference on Human computer interaction with mobile devices & services

Pages 259 - 262

https://doi.org/10.1145/1085777.1085826

Published: 19 September 2005 Publication History

Get Access

Abstract

Mobile telecommunication companies in Korea provide a lot of mobile data services, but there are no definitions for quality attributes and customers' expectation levels, which are important issues in quality management. In this paper, we define the quality attributes of eight major mobile data services used by mobile communication subscribers and measure customer expectation levels. Research progress follows QFD (quality function deployment). FGI (focused group interview) was used to define quality attributes and experiments, benchmarking and surveys were used to decide customers' expectation levels.

References

[1]

Buchanan, G., Farrant, S., Jones, M. and Thimbleby, H. Improving Mobile Internet Usability. In Proceedings of the 10th international conference on World Wide Web (Hong Kong, China, May 1-5). ACM Press, New York, NY, 2001, 673--680.

Digital Library

Google Scholar

[2]

Chae, M., Kim, J., Kim, H. and Ryu, H. Information Quality for Mobile Internet Service: A Theoretical Model with Empirical Validation. Electronic Markets, 12, 1, 2001, 38--46.

Google Scholar

[3]

Gescheider, G. A. Psychophysics. Lawrence Erlabaum Associates Publishers, Hillsdale, New Jersey, 1985.

Google Scholar

[4]

Greembaum, T. L. The Handbook for Focus Group Research. Sage Publications. Inc., Oaks, CA, 1998.

Google Scholar

[5]

IDC Korea, Korea Mobile Infrastructure 2005-2009 Forecast and Analysis: 2004 Year-End Review, Korea, 2005 at http://www.idckorea.com/product/Getdoc.asp?idx=297&field=PressRelease

Google Scholar

[6]

Maier, M. W. Quantitative Engineering Analysis with QFD. Quality Engineering, 7, 4, 1995, 733--746.

Google Scholar

[7]

Sorvari, A., Jalkanen, J., Jokela, R., Black, A., Koli, K. and Moberg, M. Usability Issues in Utilizing Context Metadata in Content Management of Mobile Devices. In Proceedings of the 3rd Nordic conference on Human-computer interaction (Tampere, Finland, October 23-27), ACM Press, New York, NY, 2004.

Digital Library

Google Scholar

[8]

Wijnstra J. G. From problem to solution with quality attributes and design aspects. Journal of Systems and Software, 66, 3, 2000, 199--211.

Digital Library

Google Scholar

Cited By

View all

SÖYLEMEZ CKARAHAN M(2020)E-Hizmet Kalitesi ve Güvenin Mobil Uygulama Kullanma Memnuniyetine EtkisiAtatürk Üniversitesi İktisadi ve İdari Bilimler Dergisi10.16951/atauniiibd.669579(555-575)Online publication date: 15-Apr-2020
https://doi.org/10.16951/atauniiibd.669579
Mohammad Salameh AAhmad HZulhumadi FAbubakar F(2018)Relationships between system quality, service quality, and customer satisfactionJournal of Systems and Information Technology10.1108/JSIT-03-2017-001620:1(73-102)Online publication date: 12-Mar-2018
https://doi.org/10.1108/JSIT-03-2017-0016
Salameh AHassan SAlekam J(2015)THE INFLUENCE OF M-COMMERCE SERVICE AND SYSTEM QUALITY DIMENSIONS ON OVERALL PERCEIVED SERVICE QUALITYInternational Journal of Research -GRANTHAALAYAH10.29121/granthaalayah.v3.i8.2015.29563:8(1-13)Online publication date: 31-Aug-2015
https://doi.org/10.29121/granthaalayah.v3.i8.2015.2956
Show More Cited By

Index Terms

Customer expectation level in mobile data services
1. Human-centered computing
  1. Human computer interaction (HCI)
    1. HCI theory, concepts and models
  2. Interaction design
    1. Interaction design theory, concepts and paradigms

Recommendations

Expectations measurements in mobile data service: a case study

Mobile telecommunication companies in Korea provide numerous mobile data service. However, efforts to improve customer satisfaction of mobile data service through customers' expectations measurements based customers' requirements are insufficient. In ...
Renewal model of mobile data services through user experience analysis
MobileHCI '07: Proceedings of the 9th international conference on Human computer interaction with mobile devices and services

In this paper, we introduced real renewal examples of KTF's mobile data service. At the time of development, we focused on user analysis and tried to improve the existing mobile data service based on user's opinion. After the new mobile data service was ...
Factors influencing mobile data service (MDS) continuance intention

We investigate factors that impact mobile data service (MDS) continuance intention.A survey was conducted with 196 users of MDS.System service quality, service mobility, and customer experience impact MDS continuance intention.Customer experience ...

Comments

Information & Contributors

Information

Published In

MobileHCI '05: Proceedings of the 7th international conference on Human computer interaction with mobile devices & services

September 2005

400 pages

ISBN:1595930892

DOI:10.1145/1085777

General Chair:
Manfred Tscheligi
University of Salzburg, Austria
,
Program Chairs:
Regina Bernhaupt
University of Salzburg, Austria
,
Kristijan Mihalic
University of Salzburg, Austria

Permission to make digital or hard copies of all or part of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. Copyrights for components of this work owned by others than ACM must be honored. Abstracting with credit is permitted. To copy otherwise, or republish, to post on servers or to redistribute to lists, requires prior specific permission and/or a fee. Request permissions from [email protected]

In-Cooperation

Publisher

Association for Computing Machinery

New York, NY, United States

Publication History

Published: 19 September 2005

Permissions

Request permissions for this article.

Request Permissions

Check for updates

Author Tags

Qualifiers

Article

Conference

MobileHCI05

MobileHCI05: 7th International Conference on Human-Computer Interaction with Mobile Devices and Services

September 19 - 22, 2005

Salzburg, Austria

Acceptance Rates

Overall Acceptance Rate 202 of 906 submissions, 22%

Contributors

Other Metrics

View Article Metrics

Bibliometrics & Citations

Bibliometrics

Article Metrics

6
Total Citations
View Citations
852
Total Downloads

Downloads (Last 12 months)0
Downloads (Last 6 weeks)0

Reflects downloads up to 27 Feb 2025

Other Metrics

View Author Metrics

Citations

Cited By

View all

SÖYLEMEZ CKARAHAN M(2020)E-Hizmet Kalitesi ve Güvenin Mobil Uygulama Kullanma Memnuniyetine EtkisiAtatürk Üniversitesi İktisadi ve İdari Bilimler Dergisi10.16951/atauniiibd.669579(555-575)Online publication date: 15-Apr-2020
https://doi.org/10.16951/atauniiibd.669579
Mohammad Salameh AAhmad HZulhumadi FAbubakar F(2018)Relationships between system quality, service quality, and customer satisfactionJournal of Systems and Information Technology10.1108/JSIT-03-2017-001620:1(73-102)Online publication date: 12-Mar-2018
https://doi.org/10.1108/JSIT-03-2017-0016
Salameh AHassan SAlekam J(2015)THE INFLUENCE OF M-COMMERCE SERVICE AND SYSTEM QUALITY DIMENSIONS ON OVERALL PERCEIVED SERVICE QUALITYInternational Journal of Research -GRANTHAALAYAH10.29121/granthaalayah.v3.i8.2015.29563:8(1-13)Online publication date: 31-Aug-2015
https://doi.org/10.29121/granthaalayah.v3.i8.2015.2956
Zhou FJi YJiao R(2013)Affective and cognitive design for mass personalizationJournal of Intelligent Manufacturing10.1007/s10845-012-0673-224:5(1047-1069)Online publication date: 1-Oct-2013
https://dl.acm.org/doi/10.1007/s10845-012-0673-2
Stiakakis EPetridis K(2013)Developing and Validating a Multi-Criteria Model to Evaluate Mobile Service QualityHandbook of Strategic e-Business Management10.1007/978-3-642-39747-9_39(935-956)Online publication date: 19-Nov-2013
https://doi.org/10.1007/978-3-642-39747-9_39
Lu YZhang LWang B(2009)A multidimensional and hierarchical model of mobile service qualityElectronic Commerce Research and Applications10.1016/j.elerap.2009.04.0028:5(228-240)Online publication date: Oct-2009
https://doi.org/10.1016/j.elerap.2009.04.002

View Options

Login options

Check if you have access through your login credentials or your institution to get full access on this article.

Full Access

Get this Publication

View options

PDF

View or Download as a PDF file.

PDF

eReader

View online with eReader.

eReader

Abstract

References

Cited By

Index Terms

Recommendations

Expectations measurements in mobile data service: a case study

Renewal model of mobile data services through user experience analysis

Factors influencing mobile data service (MDS) continuance intention

Comments

Information

Published In

In-Cooperation

Publisher

Publication History

Permissions

Check for updates

Author Tags

Qualifiers

Conference

Acceptance Rates

Contributors

Other Metrics

Bibliometrics

Article Metrics

Other Metrics

Citations

Cited By

Login options

Full Access

View options

PDF

eReader

Share

Share this Publication link

Share on social media

Affiliations