**1.6 Strategic importance**

Achieving high mobile service quality has become strategically vital for many businesses and organizations. Mobile channels are often the primary way companies engage with customers and provide services and support. With growing reliance on mobile platforms, any shortcomings in service quality can negatively impact customer acquisition, retention, loyalty, and profitability [6]. Organizations must continuously monitor, assess, and improve mobile service quality to enable positive experiences that fulfill user needs and expectations.
