*2.1.4 Synthesis of models*

The service quality models reviewed offer complementary conceptual perspectives for examining mobile service quality characteristics and requirements. While differing in their specific approaches, several key insights emerge across the major frameworks that can inform an integrative mobile service quality model:


*Measuring the Service Quality of Mobile Smart Devices: A Framework for Best Practices DOI: http://dx.doi.org/10.5772/intechopen.113993*


These shared principles can guide synthesizing the strengths of each model into an integrative mobile service quality framework. Key tenets include:


No single model fully captures the complexity of assessing and managing mobile service quality. However, synthesizing elements of established models provides a robust foundation. The SERVQUAL model delivers core quality dimensions along with the vital gaps perspective. The DeLone and McLean IS Success Model

emphasizes adaptable, context-specific measures spanning information, system, and service quality. Brady and Cronin's Hierarchical Model provides a multilayered view to map quality perceptions. The SERVPERF model focuses on performance metrics from the customer standpoint.

An integrative mobile service quality framework should incorporate synthesized elements:


In essence, the integrative framework must be multidimensional, adaptable, hierarchical, gaps-driven, customer-centric, and dynamically managed to address complex and rapidly changing mobile service environments. This provides a robust platform to comprehensively evaluate and enhance mobile service quality from multiple crucial perspectives.
