Information Quality for Mobile Internet Services: A Theoretical Model with Empirical Validation

Providing customers with high-quality information is a key determinant for the success of mobile Internet. This study identifies the important dimensions of information quality in increasing user satisfaction and customer loyalty for mobile Internet services. In order to achieve this goal, we propose a general model of information quality with four dimensions, which we constructed by expanding prior research in information quality in order to reflect the characteristics of mobile Internet. We hypothesize that the four dimensions are positively related to user satisfaction and customer loyalty, and that their relative importance varies according to user goals. To validate the hypothesized model, we conducted a large-scale online survey with mobile Internet users. The results indicate that some dimensions are more important than others in increasing user satisfaction and loyalty, and the relative importance of the dimensions varies according to the intended goals of mobile Internet services.