Service quality and customer satisfaction measurement of mobile value-added services: a conceptual review

Abstract

As the competition between mobile value-added service providers becomes very tight, each company has to be able to provide high-quality services and thus better satisfy their customers. Unfortunately, despite the increasing need for an objective measurement of service quality, there is no general agreement among service marketing scholars on how it should be conceptualised and measured. This paper presents several models of service quality measurements that can be used to assess mobile value-added service quality. This paper also discusses the measurement of customer satisfaction and how it relates to service quality.