The effects of mobile service quality and technology compatibility on users' perceived playfulness

Authors:
Felix B. Tan;Jacky P. C. Chou
Affiliations:
School of Computing and Mathematical Sciences, Auckland, New Zealand;School of Computing and Mathematical Sciences, Auckland, New Zealand
Venue:
HCI'07 Proceedings of the 12th international conference on Human-computer interaction: applications and services
Year:
2007

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Abstract

There is a growing body of research into Mobile Information and Entertainment Services in recent years. This study explored the effect of mobile service quality and its compatibility to mobile technology on users' perceived playfulness toward these services. Perceived Service Quality and Perceived Technology Compatibility were found to influence users' Perceived Playfulness. Furthermore, Perceived Technology Compatibility significantly mediated the relationship between Perceived Service Quality and Perceived Playfulness. This suggests that service attributes need to be aligned with mobile phone functionalities to enhance user's Perceived Playfulness. In addition, Perceived Usefulness, Ease of Use and Personalization were the three most important service quality aspects that influenced Perceived Playfulness.