Confirmatory factor analysis of service quality dimensions within mobile telephony industry in Ghana (original) (raw)

Due to the increasing importance and investment in modern information systems (IS) technologies, the evaluation of service quality (SQ) in information system environments has attracted significant attention and debate in the literature. Much effort has been made by scholars and practitioners to use IS service quality criteria and dimensions in different industry contexts. Not much attention has been devoted to using other SQ model criteria and dimensions to evaluate information systems in the mobile telephony industry (MTI) context. This study fills the gap, and contributes to the body of knowledge in the area SQ in the MTI environment. This paper, which was a part of a larger study, sought to empirically validate SQ dimensions that are relevant to the mobile telephony industry in Ghana. It used Confirmatory Factor Analysis (CFA) to detect the underlying latent variables that significantly determine SQ in Ghana's MTI. 1000 customers were sampled from four mobile telecom operator...

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