Electronic Perceived Service Quality: Results from a Cross-National Study in the Context of Mobile Internet Services

5 Work on how consumers evaluate electronic service quality is both topical and important 6 due to the well accepted criticality of electronic channels in selling products and services. 7 However, most of the relevant research on electronic research quality is preoccupied with 8 the web site Internet context and most of the studies are single-country studies, inhibiting 9 conclusions of generalizibility. Theoretically rooted in the Nordic Model of perceived 10 service quality, this exploratory study uses an e-service quality scale to measure mobile 11 Internet service quality in different national settings. Consistent with the available e12 service quality literature, results indicate that e-service quality is a second-order factor, 13 with three reflective first-order dimensions: efficiency, outcome, and customer care. Most 14 importantly, cross-validation investigations using samples drawn from Korean, Hong15 Kong and Japanese mobile Internet user populations, support the factorial structure 16 invariance of the construct. Following Cheung and Reynolds’ (2002) suggestions, we 17 tentatively examine factor means differences between the three countries contributing to 18 the scarce cross-national electronic service quality literature. These initial empirical 19 findings imply that though consumers in different countries use the same dimensions in 20 order to evaluate mobile Internet services, importance weightings assigned on these 21 dimension are probably not the same. 22