Measuring service quality and customer satisfaction in online trading services on smart phones

  title={Measuring service quality and customer satisfaction in online trading services on smart phones},
  author={Ju Yeong Lee and Woo Hyun Kim and Chae Rhee Kim},
  journal={2011 IEEE 3rd International Conference on Communication Software and Networks},
This study focuses on smart phones' suitability as a mean for online trading, and on the impact of smart phone services on customers' satisfaction. Key resources for smart phone trading services are classified in three categories: service contents, wireless network services and features of smart phones. For each category, critical-service-related factors were identified. Using SERVQUAL and WebQual models, we developed an extended model for measuring the smart phone trading services' quality… CONTINUE READING


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