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A Customer Satisfaction Evaluation Model for Mobile Internet Services

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Human-Computer Interaction with Mobile Devices and Services (Mobile HCI 2003)

Part of the book series: Lecture Notes in Computer Science ((LNCS,volume 2795))

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Abstract

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.

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References

  1. National Computerization Agency: 2002 Korea Internet White Paper (2002)

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Author information

Authors and Affiliations

  1. School of Information and Computer Engineering, Hongik University, Seoul, Korea

    Hee-Sok Park

  2. Department of Business Administration, Myongji University, Seoul, Korea

    Seung J. Noh

Authors
  1. Hee-Sok Park
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  2. Seung J. Noh
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Editor information

Editors and Affiliations

  1. HCI Lab, Dept. of Math and Computer Science, University of Udine, Via delle Scienze 206, 33100, Udine, Italy

    Luca Chittaro

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© 2003 Springer-Verlag Berlin Heidelberg

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Park, HS., Noh, S.J. (2003). A Customer Satisfaction Evaluation Model for Mobile Internet Services. In: Chittaro, L. (eds) Human-Computer Interaction with Mobile Devices and Services. Mobile HCI 2003. Lecture Notes in Computer Science, vol 2795. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-540-45233-1_31

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  • DOI: https://doi.org/10.1007/978-3-540-45233-1_31

  • Publisher Name: Springer, Berlin, Heidelberg

  • Print ISBN: 978-3-540-40821-5

  • Online ISBN: 978-3-540-45233-1

  • eBook Packages: Springer Book Archive

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