Exploring the digital capital of mobile phone service websites by the user's perspective

摘要

The purpose of this research is to construct the digital capital measures of mobile phone service websites. An in-depth interview is used to collect data. Content analysis and Analytic Hierarchy Process are employed to analyse data. According to the results, the digital capital is categorised into four dimensions: internet relational capital, internet customer capital, internet innovative capital and internet service capital. The research also develops 17 indicators for digital capital assessment. Measuring digital capital can be used to improve and formulate mobile phone websites service quality and provide evaluation indicators for websites managers.