Developing a questionnaire for measuring mobile business service experience

ABSTRACT

In this paper, three dimensions are conceptualized to represent elements of mobile business service experience. By combining these perspectives, namely usability, mobile working context and mobile work productivity, we aim to understand the nature of mobile work and how mobile business services could support users in this context. A questionnaire, MoBiS-Q, for measuring these dimensions has been developed and tested in three pilot studies during real service development processes. Iterative item generation and refinement were conducted through examination of the literature, interviews and pre-testing. MoBiS-Q is a multidisciplinary tool that provides a basis for joint development between relevant parties and departments in an organization, including user representatives, sales, marketing, product management, technology, and usability.

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INDEX TERMS

Primary Classification:
  H. Information Systems
  H.5 INFORMATION INTERFACES AND PRESENTATION (I.7)

Additional Classification:
  H. Information Systems
  H.4 INFORMATION SYSTEMS APPLICATIONS

General Terms:
Economics, Human Factors, Management, Measurement, Performance

Keywords:
evaluation, mobile business service, mobile work context, productivity, questionnaire, usability