A customer satisfaction evaluation model for mobile internet services

초록

This study established a mobile Internet customer satisfaction (CS) evaluation model using the structural equation model. The factors affecting the CS were identified, and grouped into three constructs. Field experts participated in a brainstorming process to extract the factors affecting the CS. Through experiments, it was shown that CS of the mobile Internet service was influenced by information quality, system quality, along with interface quality. For each construct, major factors were again extracted with their importance. The results would be of help for strategic improvement of mobile Internet services and user interface. © Springer-Verlag Berlin Heidelberg 2003.