| E-commerce is an emerging industry of strategic importance in the modern network environment. The trend that traditional e-commerce activities are continuously extended to mobile network platforms, with the rapid development of mobile communication technology (MCT) and the glowing popularity of mobile internet applications, encourages the arising and development of Mobile Commerce (MC). As a major carrier of the converging between newly-generated network technologies and e-commerce, MC is not only a new form of e-commerce evolution in the ubiquitous intelligence, but also a new kind of electronic service. Consequently, service quality has become an essential factor of MC innovation and progress, with the in-depth promotion of MC applications as well as increasing demands of customers. Facing the opportunities and challenges of the mobile network environment, scientific and effective control and management of the service quality according to the characteristics of MC is a key science issue. In this way, the research and practice on MC service quality control is an active demand and logical choice in order to keep up with e-commerce development and to further promote the construction and development of the modern business service system.Based on the achievements of domestic and foreign researches and practice, this paper starts with the practical needs of e-commerce innovation in the mobile network environment, in which traditional theories on service quality management and MC theories are combined, and a multi-dimensional and multi-leveled model for MC service quality measurement is established, according to the basic properties of MC service. Consequently a systematic study is conducted, on quality control systems, control mechanism design and control model. Finally, with both theoretical and empirical approaches, strategies by effective optimization for MC service quality are proposed. There are46figures and36tables attached to this paper. The full text is approximately110,000words, separated into9chapters. The main ideas are as follows:Chapter0IntroductionIn this section, the background and significance of this topic are introduced, the present situation of research and practice on the progress of MC service quality control analyzed, and the content, research thinking, research methods and innovative points of this study are exposited.Chapter1Mobile Commerce and MC Service QualityThis chapter is mainly a generalization of MC, in which the (?) MC service quality are introduced, the evaluation factors of MC service quality analyzed, and the properties of MC service quality are discussed, therefore It is a theoretical ground for MC measurement.Chapter2the Measure of MC Service QualityThe measure of service quality is a necessary prerequisite for effective control of service quality. A clear definition of MC service quality is proposed in this section, the multi-dimensional and multi-leveled model theory applied, and the model for MC service quality measure is established according to dimensions of service quality. In the end, the validity and applicability of the model are verified through empirical researches.Chapter3MC Quality Control SystemMC service quality control is a complex system which needs the establishment of a comprehensive and effective service-quality control system. According to the distinctive features and particular requirements of MC service quality control, in this section, the target and positioning of service quality control are set, and a detailed analysis on the elements as well as organizational structure of service-quality control system for mobile business is presented. Furthermore, theory on the standard system of service quality control, method systems and technical system are elaborated. Finally, the overall architecture of the MC quality control system is put forward.Chapter4the Measure of MC Service Quality ControlThe effective operation of control system for MC service quality must follow a scientific and rational operation mechanism. According to the multi-agent interoperability, context sensitivity, and dynamic interactivity of MC, a multiple-agent-based collaborative control mechanism is proposed, on the basis of context-aware-based adaptive control mechanism and multi-dimensional interactive-based dynamic control mechanism. This part ends with the elaboration on the operation principles of the above-mentioned mechanisms.Chapter5Modeling of MC Service Quality Control ProcessAs known, there are many aspects that may be involved in MC service control, which need to be guided and facilitated by the process management thinking. Beginning with the multi-dimensional perspective of MC service quality control, this section carries out the discussion on the thought of resource integration and level-control promotion in the process modeling. Meanwhile, a formal description of the control process of mobile business service quality is made by applying ARIS process modeling theory and approach, and a unified framework and the hierarchical model of control flow is established. The simulation and optimization of the model are put at the end of this section.Chapter6Strategies for MC Service Quality ControlAccording to the main problems in the operation of MC services, controlling strategies of service quality are finally concluded in this section, from different dimensions---environment quality, interaction quality and result quality, which are compatible with the development strategy of Chinese MC that aim at the improvement of service performances and the promotion of sustainable development of MC.Chapter7Case Study of the Quality Control of MC ServicesIn this section, the control of MC service quality offered by360buy.com is comprehensively analyzed as an established caseChapter8ConclusionThis part is the summary of this dissertation, in which the main ideas are reviewed and refined, the limitations of research pointed out, and the vision for further study in the future is noted as well. |
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