Mobile Service Quality Research Articles

Analiza elemenata kvaliteta usluga mobilne telefonije u Republici Srbiji

In modern business conditions, characterized by vast turbulence, uncertainty and dynamics and the survival, growth and development of companies is conditioned by focusing on ensuring a high level of service quality. It is considered that a company cannot achieve success in today's business environment if it fails to provide services of superior quality. The ever-growing competition among mobile service operators imposes the need to identify key service quality elements. In order to remain competitive, communication service operators should provide services in accordance with the needs and attitudes of their users. The main objective of this research is to identify i.e. isolate the underlying factors that determine the quality of mobile phone services in the Republic of Serbia and determining their impact on customer satisfaction.

A Comparison of Mobile Banking Service Quality between APP and Web Browser

This study aimed to explore the customer demands for service quality on both the application (APP) platform and web browser platform, and compare the differences of service demands among customers of different ages regarding the APP platform and web browser platform. A questionnaire survey was conducted on banking customers of the APP platform and web browser platform in Taiwan. This study utilised the moderated regression model to classify Kano two-dimensional quality. The findings showed that the Kano two-dimensional quality of mobile banking service was quite different between the APP platform and the web browser platform. The service demands among customers of different ages were also quite different regarding the APP and web browser platforms. These results suggested that the management strategies of mobile banking should be put forward according to customer demands for service quality on the different platforms.

Upgrading service quality of mobile banking

This study combines the opinions of consumers and experts (managers and scholars) and employs the four-phase research methods (IPGA, DEMATEL, QFD and MBO) in order to determine the key factors for the superior service of mobile banking. The results of IPGA and DEMATEL show a total of 7 critical service quality factors that need to be improved for mobile banking. According to the QFD results, 6 service quality improvement strategies have been developed, and the sequence of improvements is adequately discussed herein. Lastly, this study establishes a set of mobile banking objective management progress control and performance evaluation sheets, based on the concept of MBO, in order to manage and control the improvement progress and effect of mobile banking service quality. The proposed mechanism can achieve the objective of superior service quality in an expedited manner with limited resources.

A comparison of mobile banking service quality between APP and web browser

A comparison of mobile banking service quality between APP and web browser

Privacy‐Aware Multidimensional Mobile Service Quality Prediction and Recommendation in Distributed Fog Environment

With the ever‐increasing popularity of mobile computing technology, a wide range of computational resources or services (e.g., movies, food, and places of interest) are migrating to the mobile infrastructure or devices (e.g., mobile phones, PDA, and smart watches), imposing heavy burdens on the service selection decisions of users. In this situation, service recommendation has become one of the promising ways to alleviate such burdens. In general, the service usage data used to make service recommendation are produced by various mobile devices and collected by distributed edge platforms, which leads to potential leakage of user privacy during the subsequent cross‐platform data collaboration and service recommendation process. Locality‐Sensitive Hashing (LSH) technique has recently been introduced to realize the privacy‐preserving distributed service recommendation. However, existing LSH‐based recommendation approaches often consider only one quality dimension of services, without considering the multidimensional recommendation scenarios that are more complex but more common. In view of this drawback, we improve the traditional LSH and put forward a novel LSH‐based service recommendation approach named SerRecmulti-qos, to protect users’ privacy over multiple quality dimensions during the distributed mobile service recommendation process.

Mobile Banking Adoption in Thailand: An Integration of Technology Acceptance Model and Mobile Service Quality

The purpose of this study is to investigate the factors that influence a consumer’s intentions to use mobile banking. A web-based survey was employed to collect data from 348 samples of all owners of a mobile device and have experienced with mobile banking applications provide by private banks in Thailand. The proposed model of mobile banking adoption in this study was based on the Technology Acceptance Model (TAM) and Mobile Service Quality (MSQ). Structural equation modeling (SEM) was used to analyze the data. The results revealed that support for the positive effect of perceived ease of use, perceived usefulness and mobile service quality toward mobile banking adoption intentions. Therefore, Banks should emphasize on strategies to enhance benefit perceptions of mobile banking by taking these factors into account. This study is also one of the first to examine a combined TAM and MSQ model in the context of m-banking adoption. Theoretical and practical implications of results are discussed in the paper.

Mobile banking service quality and customer relationships

PurposeThe purpose of this paper is to investigate the multidimensional concept of mobile banking service quality (security/privacy, practicity, design/aesthetics, enjoyment and sociality) and the impact of the latter on the quality of the relationship (commitment, trust and satisfaction) between consumers and their primary financial institution.Design/methodology/approachAn online survey was conducted using a sample of 375 respondents, all owners of a mobile device and all accustomed to conducting banking activities on mobile platforms. Results were analyzed using structural modeling techniques (EQS 6.1).FindingsFindings confirm that trust significantly and positively impacts commitment/satisfaction. Mobile banking service quality dimensions also influence trust and commitment/satisfaction. Trust is associated with security/privacy and practicity (regarded as utilitarian factors), while commitment/satisfaction is driven by enjoyment and sociality (dimensions more hedonic by nature). No link is found between interface design and either trust or commitment/satisfaction.Originality/valueThis study contributes to bank marketing theory since it is the first to demonstrate how key mobile banking service quality dimensions drive customer perceptions of relationship quality. In doing so, this research extends beyond mobile adoption (short term) by addressing customer engagement with financial institutions and issues relating to relationship quality (long term). Regarding managerial implications, findings signal to marketers in the financial services industry the importance of not underestimating the power of hedonic factors (sociality and enjoyment) when developing mobile platforms. These dimensions are often overlooked in the banking industry, a sector in which consumers are believed to be mostly driven by utilitarian motives.

A knowledge-based exploratory framework to study quality of Italian mobile telecommunication services

A novel two-step knowledge-based exploratory framework is proposed in this paper for studying quality of Italian mobile telecommunication services (MTSs). Particularly, the Delphi technique is initially considered to finalize an overall quality structure of MTSs features, indicators and drivers, herein described on the basis of a comprehensive review of the fundamental references for the field, and also to select the key elements with reference to the Italian context. At the second step, selected key elements are prioritized via the analytic hierarchical process method according to viewpoints of the fundamental stakeholders for the sector. Furthermore, possible uncertainty and ambiguity of involved experts at this step of the study are addressed via a linguistic comparison scale represented by fuzzy numbers. Results of the first step revealed that the quality structure of Italian MTSs includes 15 key indicators with reference to four key MTSs quality features and seven key drivers. On the other hand, results of the second step pointed out that tangible aspects represents the fundamental key MTSs quality feature, whereas network population coverage, price of data services, and internet network performance represent the crucial key indicators. In addition, technological resources and technological innovation as well as informational resources constitute the most important key quality drivers of Italian MTSs. Obtained results may be of interest for MTSs managers and decision makers as well researchers of the field offering important suggestions as to how to evaluate and improve quality of MTSs.

기대일치모형을 적용한 프로야구 모바일 어플리케이션의 서비스품질과 행동지속성 분석

The purpose of this study is to analyze the relationship between service quality and behavior persistence of professional baseball mobile application by using an extended expectation-confirmation model. The questionnaire consisted of 42 items. The survey was conducted on 422 mobile application users. Frequency analysis, reliability analysis, confirmatory factor analysis, correlation analysis and path analysis were performed using 413 copies of collected data using SPSS 20.0 and AMOS 20.0. The results of this study are as follows. First, information quality and accessibility had a significant influence on perceived usefulness among mobile service quality. Second, confirmation had a significant influence on perceived usefulness and satisfaction. Third, perceived usefulness had a significant influence on satisfaction and continuance intention. Fourth, satisfaction had a significant effect on continuance intention. Fifth, continuance intention had an insignificant effect on intention to attend the professional baseball game.

Improving the Quality of Mobile Learning Services

The quality of services (QoS) has a key role to improve the performances of the collaborative mobile learning. However, many factors can limit it such as the cache management policies, the collaboration architecture, a heavy communication, etc. Therefore, we are interested in developing an impeccable learning system supporting cache management, collaboration architecture decisiveness, based mobile agent and web services standardization. The aim is to improve the quality of mobile learning services in term of information availability (hit rates and byte hit rates), learners’ average latency and the cognitive profiles of students. Consequently, we implemented four removal policies named Least Frequently Used (LFU), First In First Out (FIFO), Least Recently Used (LFU) and Size. In addition, we proposed and evaluated three collaboration architectures based mobile agent named Sequential, Random and diffusion mechanism. Experimental results show that our system improves the cognitive profiles of students and reduces the learners’ average latency. Furthermore, the experience and the performance results gained from this system prove that the removal policies performances depend on the learning method of each student and its collaboration patterns. For this raison, it is advantageous to allow the student to choose and/or change the removal policy during each learning session. However, diffusion mechanism provides the best performances in term of learners’ average latency.

Perceived Quality and Corporate Image in Mobile Services: The Role of Technical and Functional Quality

AbstractThe purpose of this study is to assess the technical (output) and functional (process) quality of mobile services, as well as the role of corporate image as a mediator between technical/functional quality perceptions and overall quality assessment of mobile services. Grönroos’s service quality model is used as the conceptual base of the study. Technical quality was operationalized through two sub-dimensions: baseline network quality and augmented technical quality. The SERVPERF framework was used in the operationalization of the functional quality. A quantitative survey was conducted with (n = 414) customers of the telecommunication operator in B&H. The results suggest that corporate image mediates the effects of (1) two functional quality dimensions (tangibles and assurance) and (2) both technical quality dimensions on the overall service quality assessment. The core technical quality dimension (network) is also directly related to overall service quality perception. A discussion of the results and their implications for theory and practice is then presented.

Spectrum Allocation and Bitrate Adjustment for Mobile Social Video Sharing: Potential Game With Online QoS Learning Approach

With the recent progress on mobile networking and devices, mobile social video sharing (MSVS) has emerged as one of the most important social media services. It enables mobile users to create ultra-short video clips and instantly share them with social friends. Due to the huge volume of videos and limited available bandwidth of wireless infrastructure, it is challenging to distribute these massive videos to mobile users with satisfactory quality of service (QoS). In this paper, we present a general framework to model the video diffusion among mobile users and user QoS of the MSVS service over the wireless infrastructure. Then, we utilize the hierarchical structure to decompose this problem into two subproblems, including a bitrate adjustment and spectrum allocation problems. For the bitrate adjustment problem, we propose a QoS estimation model based on the large deviation principle. By introducing a sliding window method to derive the online estimation, we develop an online bitrate adjustment strategy without relying on any prior knowledge of neither network environment nor video traffic. For the spectrum allocation problem, we prove that such a problem is a potential game. We devise a decentralized algorithm to find the Nash equilibrium, and analyze the convergence rate and the performance gap with the centralized optimization solution. Through extensive real trace driven simulations, we demonstrate that our proposed algorithm can guarantee smooth video playback with a higher PSNR.

Joint optimization of wireless bandwidth and computing resource in cloudlet-based mobile cloud computing environment

Mobile cloud computing (MCC) is an emerging technology to relieve the tension between compute-intensive mobile applications and resource-constrained mobile terminals by offloading computing tasks to remote cloud servers. In this paper, we consider a novel MCC architecture consisting of remote cloud server, cloudlet and mobile terminal to guarantee low latency and low energy mobile consumption. To overcome the main bottlenecks of wireless bandwidth between mobile terminal and cloudlet, and the computation capability of cloudlet, the joint optimization strategy is proposed to enhance the quality of mobile cloud service. We formulate the wireless bandwidth and computing resource allocation model as a triple-stage Stackelberg game, and solve it by using backward method. In addition, the interplays of triple-stage game are discussed and the subgame optimal equilibrium for each stage is analyzed. An iterative algorithm is proposed to obtain Stackelberg equilibrium. Numerical results demonstrate the effectiveness of the proposed algorithm.

Exploring mobile government from the service quality perspective

PurposeThe purpose of this paper is to identify service quality dimensions and their sub-dimensions for mobile government services. Despite studies conducted on mobile services, there is lack of a comprehensive framework of mobile government service quality. Researchers and practitioners must outline a taxonomy of mobile government service quality before they can begin to test their effects empirically. It cannot be assumed that e-government is the same as m-government. Therefore, it is important to understand the dimensions that affect mobile government service quality.Design/methodology/approachMobile government service quality dimensions were extracted from the literature on m-government from its development and transition from e-government to service models being used. This helps understand what service quality dimensions are necessary when creating more efficient, reliable, and responsible forms of m-government. The dimensions are demonstrated within a holistic framework of m-government service quality, presented for both academic and practitioner appreciation.FindingsThis paper identifies 20 mobile government service quality sub-dimensions classified within six dimensions.Originality/valueThe literature on mobile government service quality is scarce. With the expectation of mobile subscriptions worldwide reaching 8 billion by 2016, it is the most lucrative time to be researching how the design of mobile government affects service quality. This paper is the first to provide information on m-government service quality dimensions available for assessment.

Scales for measuring mobile service quality: a literature review and identification of key dimensions

Mobile service quality (m-SQ) is vital to manage the competitiveness of a company in the mobile business market. Existing studies on m-SQ share key characteristics of m-service in general, such as mobility and context awareness. A set of common m-SQ dimensions that reflects such key characteristics would serve as the theoretical backbone of m-SQ. This research aims to conduct a comprehensive review of existing studies on m-SQ scales and identify key dimensions of m-SQ to understand the essence of m-SQ scales. A total of 45 existing studies on m-SQ scales were reviewed and seven key dimensions of m-SQ scales were identified. This study is expected to serve as a solid knowledge-base for conducting new investigations on m-SQ scale development as well as help practitioners utilise m-SQ scales.

FRAMEWORK FOR MODELLING MOBILE NETWORK QUALITY OF EXPERIENCE THROUGH BIG DATA ANALYTICS APPROACH

The increase in the usage of different mobile internet applications can cause deterioration in the mobile network performance. Such deterioration often declines the performance of the mobile network services that can influence the mobile Internet user’s experience, which can make the internet users switch between different mobile network operators to get good user experience. In this case, the success of mobile network operators primarily depends on the ability to ensure good quality of experience (QoE), which is a measure of users’ perceived quality of mobile Internet service. Traditionally, QoE is usually examined in laboratory experiments to enable a fixed contextual factor among the participants even though the results derived from these laboratory experiments presented an estimated mean opinion score representing perceived QoE. The use of user experience dataset involving time and location gathered from the mobile network traffic for modelling perceived QoE is still limited in the literature. The mobile Internet user experience dataset involving the time and location constituted in the mobile network can be used by the mobile network operators to make data-driven decisions to deal with disruptions observed in the network performance and provide an optimal solution based on the insights derived from the user experience data. Therefore, this paper proposed a framework for modelling mobile network QoE using the big data analytics approach. The proposed framework describes the process of estimating or predicting perceived QoE based on the datasets obtained or gathered from the mobile network to enable the mobile network operators effectively to manage the network performance and provide the users a satisfactory mobile Internet QoE.

Dynamic slot-based carrier scheduling scheme for downlink multimedia traffic over LTE advanced networks with carrier aggregation

Carrier aggregation (CA) in long-term evolution advanced (LTE-A) networks is a promising tool for providing bandwidth extension for high data rate communication. In CA, the efficient scheduling of carriers has imposed a new challenge in the design of delay-sensitive carrier scheduling for mobile multimedia applications. In this paper, a new dynamic slot-based carrier scheduling scheme has been proposed for efficient resource allocation to support the quality of service (QoS) of mobile traffic over CA transmission. The key idea of this scheduling is the allocation of slots for each component carrier based on the queue state information, taking into consideration the priority based on the delay requirements of individual mobile multimedia traffic. Two different cases of the scheduler with and without priority are implemented to facilitate the performance comparison. The simulation results show that the proposed scheme provides better spectrum utilization, throughput, and delay performance than the existing scheduling scheme and improves delay-sensitive mobile traffic QoS.

Scales for measuring mobile service quality: a literature review and identification of key dimensions

Scales for measuring mobile service quality: a literature review and identification of key dimensions

Mobile x-ray services; outcome for nursing home residents and society - a literature review

Introduction: Nursing home residents who are in need of radiological services usually transfers to hospital, even for x-ray examinations like chest or skeletal x-ray possible to provide with a digital mobile x-ray unit at site. Nursing home residents, and especially residents with dementia, needs familiar surroundings to feel safe. New surroundings like the x-ray department in a hospital may lead to increased anxiety or disorientation. To achieve person-centred processes in healthcare services the organization needs to facilitate person-centred care. The objective of this study is to summarize the benefits nursing home residents and the society in general gets for mobile x-ray services. Methods: A systematic literature search was performed in PubMed, Cinahl, AgeLine, EBSCOhost and SveMed+ databases in October 2015. Studies were eligible when reporting on mobile x-ray units serving nursing homes. The following search terms were used: Mobile radiography, Cost effectiveness, Nursing home, Portable radiography, Mobile health units and different combinations of these search phrases. A Google search gave access to a cost-effectiveness report from Norway. Articles in English, German and Norwegian were included. The author selected studies, assessed studies, and extracted data in the review. Results: Ten articles and one cost-effectiveness analysis were included in the review. The review shows mobile x-ray units set up in Australia, Italy, Switzerland, Sweden and Norway. Six studies shows mobile x-ray units to reduce the burden of transportation to hospital for chest, skeletal and abdominal x-ray examinations. Five studies reports reduction in hospitalizations or visits to the emergency room. Reduction in resourced used when staff accompany residents to hospital were found in six studies. One study and one cost-effectiveness analysis shows cost-effectiveness of mobile x-ray services in Norway, one study shows cost-effectiveness in Sweden. Discussion: Transfer of residents to hospital for simple x-ray examinations lead to a significant and partly unethical burden for nursing home residents, and especially those with dementia. Examinations performed locally in nursing homes reduced unnecessary anxiety and confusion, especially for residents with dementia. One study found 17% of the residents in their study examined at hospital developed delirium requiring treatment, were as none of the residents examined at home developed delirium. Included studies show mobile radiography services to decrease the need for hospitalization and transportation of nursing home residents. More patients receive treatment at the nursing home with reduction of medical complications after hospital treatment. Being in the nursing home the care environment are more suited for nursing home residents compared to the x-ray department or a hospital ward. Mobile x-ray services therefore can contribute to person-centred care processes in nursing homes. Mobile x-ray units might pose a need for knowledge in nursing homes on preparation for and carrying out x-ray procedures. Nursing homes might also needs increased knowledge in treatments usually given in hospitals. In addition to benefits for residents, there are potential socio-economic benefits from mobile x-ray services. Calculations showed cost-effectiveness in Oslo and other urban areas of Norway even without including reduced costs from reduction in hospitalizations. Cost reduction estimated to 30-60% per x-ray examination depending on the number of examinations per nursing home visit and the distance between nursing home and hospital. The costs of the service and the savings are not within the same budget. This poses challenges for decision-makers to be able to see an increased cost in their department to be part of an overall cost reduction for society. Conclusion: Mobile x-ray services provides a way to organize the radiological service for nursing home residents highly beneficial for the residents. Reducing anxiety, confusing and delirium. The reduction in use of ambulance and taxi transportation with personnel accompanying the residents to hospital proves the mobile x-ray services to be cost-effective in urban areas of Norway and in Sweden. There is a limited number of studies on mobile x-ray services; Norway being the country with the largest contribution therefore dominates the results. There is a need for cost-effectiveness analysis for larger areas and more countries. There is a need for further research on the quality of mobile x-ray services and strategic leadership when establishing mobile services.

Adaptive Multi-Resource Allocation for Cloudlet-Based Mobile Cloud Computing System

Mobile cloud computing utilizing cloudlet is an emerging technology to improve the quality of mobile services. In this paper, to better overcome the main bottlenecks of the computation capability of cloudlet and the wireless bandwidth between mobile devices and cloudlet, we consider the multi-resource allocation problem for the cloudlet environment with resource-intensive and latency-sensitive mobile applications. The proposed multi-resource allocation strategy enhances the quality of mobile cloud service, in terms of the system throughput (the number of admitted mobile applications) and the service latency. We formulate the resource allocation model as a semi-Markov decision process under the average cost criterion, and solve the optimization problem using linear programming technology. Through maximizing the long-term reward while meeting the system requirements of the request blocking probability and service time latency, an optimal resource allocation policy is calculated. From simulation result, it is indicated that the system adaptively adjusts the allocation policy about how much resource to allocate and whether to utilize the distant cloud according to the traffic of mobile service requests and the availability of the resource in the system. Our algorithm outperforms greedy admission control over a broad range of environments.