Scales for measuring mobile service quality: a literature review and identification of key dimensions

Mobile service quality (m‐SQ) is vital to manage the competitiveness of a company in the mobile business market. Existing studies on m‐SQ share key characteristics of m‐service in general, such as mobility and context awareness. A set of common m‐SQ dimensions that reflects such key characteristics would serve as the theoretical backbone of m‐SQ. This research aims to conduct a comprehensive review of existing studies on m‐SQ scales and identify key dimensions of m‐SQ to understand the essence of m‐SQ scales. A total of 45 existing studies on m‐SQ scales were reviewed and seven key dimensions of m‐SQ scales were identified. This study is expected to serve as a solid knowledge‐base for conducting new investigations on m‐SQ scale development as well as help practitioners utilise m‐SQ scales.