Factors Influencing Satisfaction with Mobile Portals

Abstract

Smart phones are increasingly used in commercial sectors to facilitate mobile transactions. Herein the advancements of mobile technology and network engineering have been instrumental in the proliferation of pervasive computing using mobile devices. As a result portal technology has emerged to provide users in both Web and mobile contexts with a single point of access and personalization to Information Systems. The shortcomings of existing instruments in capturing the diversity in user opinions about satisfaction with mobile portals mean that the development of a new instrument for measuring user satisfaction in this context is invaluable. This chapter documents the first stage in this journey, namely the content validation process. Drawing upon related theoretical and empirical research, the authors identify an initial pool of factors that affect user satisfaction with mobile portals. Then, using multiple focus groups, the authors refine these factors in preparation for the next stage, which involves development of the items.