移动服务质量的多维多层尺度测量模型构建被引量：10

Multi-dimensional and Multi-level Model for Mobile Service Quality Measurement

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摘要基于广泛的文献综述和定量研究,同时结合移动商务的独特性,提出了多维多层尺度测量移动服务质量模型,结果显示,移动服务质量测度模型是一个3层的度量结构,它由3个主维度(交互质量、环境质量和结果质量)和10个子维度(态度、专长、解决问题、信息、设备、设计、位置、准时性、有形性和引拒值)共同组成来度量移动服务质量。然后,利用SPSS13.0软件对调查数据结果进行信度分析,剔除了4个不满足标准的测度项;并通过主成分分析对剩余的测度项做探索性因子分析,结果证明模型中的因子结构是合理的,这样,最终确定了43个题项用来测度模型中的维度。 Based on extensive literature review and quantitative research and taking the features of the Mobile Commerce into account, the article proposes the multi-dimensional and multi-level model for the measurement of mobile service quality. The model consists of three primary dimensions （i. e. , interaction quality, environment quality, and outcome quality） and ten sub-dimensions （i. e. , atti- tude, expertise, problem solving, information, equipment, design, location, punctuality, tangibles, and valence）. The SPSS 13.0 software is applied to make reliability analysis. Four measuring i.ems which do not meet the criterion are deleted. In addition, we make the exploratory factor analysis for the remained items through principal component analysis. Finally, the forty-three items are selected to measure the dimensions of the proposed model.

作者张龙鲁耀斌乔永忠

机构地区华中科技大学管理学院

出处《管理学报》 CSSCI 2009年第6期722-728,共7页 Chinese Journal of Management

基金国家自然科学基金资助重点项目(70731001) 教育部新世纪人才支持计划(NCET-08-0233)

关键词移动商务服务质量多维度和多层次模型 mobile commerce service quality multi-dimensional and multi-level model

分类号 C93 [经济管理—管理学]

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