Measuring the quality of smartphones: development of a customer satisfaction index for smart services

摘要

The goal of this study was to propose a customer satisfaction index (CSI) model for smartphones and to measure the CSI to derive practical implications for providers and offer suggestions related to the improvement of service. Using user experience data, the CSI model and its hypotheses were tested through structural equation model analysis and index calculation. The findings indicate that perceived value and customer satisfaction are two significant variables that mediate the relationship between quality and customer loyalty. The proposed model has strong explanatory power with satisfactory reliability and validity. The results of the study provide heuristic information for the smart industry and policy-makers in forging effective policies and competitive strategies for smartphone services. The smartphone CSI model also establishes the foundation of a powerful tool for quality assessment of future smart service categories.