**1. Introduction**

#### **1.1 Background and importance of service quality for mobile smart devices**

The widespread adoption of mobile smart devices like smartphones and tablets has fundamentally transformed how consumers interact with technologies and access information and services. As digitalization accelerates, mobile platforms provide ubiquitous connectivity and enable innovative applications across many aspects of life including entertainment, social connections, shopping, finances, health, education,

and more. Consequently, mobile devices have become deeply integrated into daily routines for many people.

Service quality is critically important for providers of mobile platforms and applications to satisfy users, meet expectations, and encourage engagement. Perceived service quality directly influences customer satisfaction, loyalty, and long-term business success. However, evaluating and measuring quality can be complex for mobile contexts due to unique characteristics like intangibility, variability across users and contexts, and continuously evolving technologies and features. Service quality remains a high priority but also an ongoing challenge.

#### **1.2 Challenges and opportunities of service quality for mobile smart devices**

Delivering high-quality service through mobile platforms involves many potential complications. Device limitations, connectivity issues, security risks, and technology glitches can degrade experiences. Frequent feature updates change how people interact with apps and information. Diverse usage contexts like location, activity, or goals alter perceptions of quality. Personalization and customization enable more tailored experiences but also greater variability. Rapid evolution cycles continually reshape mobile technologies and ecosystems.

Despite these hurdles, mobile services also provide exciting possibilities to improve quality in innovative ways. Smart sensors and usage data analytics offer insights to understand users and contexts to optimize experiences. Machine learning (ML) and artificial intelligence (AI) can power intelligent assistance and interactions. 5G and enhanced mobile broadband will enable more immersive and seamless services. Leveraging these capabilities can enhance quality but requires adaptable strategies.

### **1.3 Purpose and outline of chapter**

This chapter provides a comprehensive framework to evaluate and guide service quality management for mobile smart devices. Key objectives are to:


### **1.4 Defining service quality**

Service quality refers to a customer's evaluation of how well a provided service meets expectations and satisfies needs [1]. It involves both subjective and objective factors across multiple dimensions. High-quality service directly leads to positive outcomes like customer satisfaction, loyalty, word-of-mouth promotion, and longterm business success [2]. The most widely used framework characterizes service quality along five key dimensions: reliability, assurance, tangibles, empathy, and responsiveness [3]. Reliability focuses on providing dependable and accurate service. Assurance involves knowledge, competence, and courtesy of staff. Tangibles cover physical facilities, equipment, and overall presentation. Empathy relates to caring and individualized attention to customers. Responsiveness concerns promptness and ability to deliver timely service.
