Measuring the Service Quality of Mobile Smart Devices: A Framework for Best Practices

Abstract

This chapter presents a comprehensive framework for measuring and managing service quality of mobile smart devices across seven key dimensions: interactions, usability, efficiency, information quality, availability, security, and reliability. Grounded in established models like SERVQUAL and E-S-QUAL, the framework identifies specific metrics based on user perceptions for evaluating expertise, accuracy, responsiveness, and customization. The SERVQUAL model outlines five service quality dimensions: tangibles, reliability, responsiveness, assurance, and empathy. E-S-QUAL adapts these to the digital environment. The proposed framework draws on these seminal models while incorporating new factors relevant to interconnected, artificial intelligence (AI)-enabled mobile platforms and devices. The framework is designed to enable proactive service quality management throughout the customer journey with mobile smart devices—from product design and testing to postsales support. A continuous measurement, analysis, and improvement process is outlined involving quantitative and qualitative techniques. An implementation road map covers considerations for organizing, change management, and training to integrate the methodology into product development processes. The goal is to provide technology companies with actionable and evidence-based guidance for optimizing satisfaction and loyalty among mobile smart device consumers. As these devices continue proliferating, managing user expectations through integrated hardware, software, and service experiences will be key to competitive positioning in mobile ecosystems