Mobile information services marketing: an assessment of needs, quality and satisfaction

While user needs, service quality and satisfaction regarding most services have been well explored in academic literature, there exists little research on these factors with respect to mobile information services. This study taps into these voids and examines the impact of these factors on mobile information services marketing through an empirical investigation in Japan. It pursues a conceptual model based on the basic parameters of information marketing, that is, information needs, information quality and user satisfaction. The findings indicate that user perceived information services quality is determined by the quality of information delivery platform (affordability, availability, reliability, security and ease of use) and information services (complete, customized and location specific information) which jointly influence customer satisfaction. Overall, this study offers insights on types of information needs, dimensions of information qualities and their impact on satisfaction.