Research On Mobile-Commerce Service Innovation Based On Quality Of Service And Customers' Perception

At present, service industry is developing at the speed that has never achieved before and becoming more and more important in one country's economy. Especially, with the fast development of information technology which works as a strong activator that inject to the service industry quickens the services'growth step and makes them move forward in the state never met before. Mobile service which developed based on information technology directly infects people's life,enterprise management and social lecture deeply and contributes greatly to one country's economy.Because services are different in various industries, large diversities exist in services'development and innovation. In order to be successful, one service must have high service quality at the first place. High quality can enhance customers'perception then lead to satisfaction. Obviously, mobile service's quality guarantee and customer perception increase are different from the other services because of its'own characteristic. In this study we systemically study the mobile service from the point of view innovation characteristic and mechanism. This study analyses the key factors and their interrelation in the academic frame of SSME (Service: Science,management and Engineering) provided by IBM. Through service concept innovation,project construction,special mobile service in 3G and service management we discuss how to create high quality and high customer perception mobile service. Then summarize the mobile commerce service innovation by establishing quality perception diversity model and service innovation apprasement model, validate and simulate the appraisement system by mobile service innovation practice study of japan. It is meaningful for instruction of mobile service development and generalization.