M-S-QUAL: Mobile service quality measurement

作者：

Highlights：

• A scale designed to assess mobile service quality for virtual and physical products.

• A mobile service quality scale, M-S-QUAL, was constructed and tested.

• Five factors for virtual product shopping were concluded.

• Four factors for physical product shopping were concluded.

• M-S-QUAL demonstrated good psychometric properties.

摘要

•A scale designed to assess mobile service quality for virtual and physical products.•A mobile service quality scale, M-S-QUAL, was constructed and tested.•Five factors for virtual product shopping were concluded.•Four factors for physical product shopping were concluded.•M-S-QUAL demonstrated good psychometric properties.

论文关键词：Mobile commerce,Mobile service,Service quality,Instrument development

论文评审过程：Received 12 September 2013, Revised 10 January 2015, Accepted 11 January 2015, Available online 22 January 2015.

论文官网地址：https://doi.org/10.1016/j.elerap.2015.01.003