A service quality measurement framework for mobile betting : an assessment of theory and practice
dc.contributor.advisor | Yılmaz, Ensar | en_US |
dc.contributor.advisor | Gönensay, Emre | en_US |
dc.contributor.advisor | Dereli, Toker | en_US |
dc.contributor.author | Tireli, Ali İlhan | en_US |
dc.contributor.other | Işık Üniversitesi, Sosyal Bilimler Enstitüsü, Çağdaş İşletme Yönetimi Doktora Programı | en_US |
dc.date.accessioned | 2016-06-09T12:14:46Z | |
dc.date.available | 2016-06-09T12:14:46Z | |
dc.date.issued | 2008 | |
dc.department | Işık Üniversitesi, Sosyal Bilimler Enstitüsü, Çağdaş İşletme Yönetimi Doktora Programı | en_US |
dc.description | Text in English ; Abstract: English and Turkish | en_US |
dc.description | Includes bibliographical references (leaves 89-94) | en_US |
dc.description | xii, 109 leaves | en_US |
dc.description.abstract | Since year 2000 Mobile Services or in other words Value Added Services are continuously growing. Business priority at the emergence of these services has been to launch as many services as possible, regardless of the profits or perfect functionality. However today, as users are becoming experienced and more conscious and competition is getting tough, service quality is becoming more important. The study proposes a quality measurement framework for mobile content services with specific reference to mobile betting, which is one of the highest growing sector in mobile. The scope has been limited specifically with Mobile Internet or wap based sports betting services however can be easily adapted to other content types or access channels. Development of the measurement scale is based on extensive literature review, as well as interviews with professional Web designers, service users and visitors. Previous research based on different measurement frameworks like SERVQUAL, SERVPerf, WebQual, WebQual?, Web Site Quality Model and E-S-QUAL among others have been compared and contrasted extensively. The study proposes 8 core dimensions to measure the quality of mobile betting sites: Assurance, competence, ease of use, flexibility, fun, information quality, privacy and responsiveness. The instrument was refined using a web based questionnaire 4 times and final survey was conducted with 260 mobile betting users. | en_US |
dc.description.abstract | 2000 yılından bu yana mobil, bir başka deyişle katma değerli servisler hızla büyümekte. Başlangıçta strateji henüz tüm hatalar giderilmemiş olsa da, hatta kar etmeyeceği bilinse de olabildiğince çok yeni servisleri pazara sunmak iken günümüzde kullanıcıların bilinçlenmesi ve rekabetin artması sonucu servis kalitesi önem kazanmaktadır. Bu çalışma özellikle mobilde en hızlı gelişen ikinci sektör olan bahis örneğinden yola çıkarak mobil içerik servisleri için kalite ölçüm çerçevesi oluşturmayı hedeflemektedir. Kapsam özellikle mobil Internet ya da Wap kanalı ile erişilebilen sabit ihtimalli futbol ve at yarışları üzerine müşterek bahisler ile sınırlanmakla birlikte kolaylıkla diğer içerik tipleri ve erişim kanallarına da uyarlanabilir. Yöntem geliştirilirken elektronik servis kalitesi ile ilgili literatür kapsamlı olarak incelenmiş en çok kullanılan SERVQUAL, SERPERF, WebQual, WebQual?, Web Site Quality Model ve E-S-QUAL gibileri detaylı incelenerek karşılaştırılmış, bunun yanısıra profesyonel grafik tasarımcıları, bahis oyuncuları ve site ziyaretçilerinin görüşlerine başvurulmuştur. Çalışma sonucunda mobil bahis örneğinde 8 ana boyutta servis kalitesinin ölçülebileceği önerilmiştir. Bunlar güven (assurance), yeterlilik (competence), kullanım kolaylığı (ease of use), esneklik (flexibility), eğlence (fun), bilgi kalitesi (information quality), gizlilik (privacy) and yanıt alabilme (responsiveness). Çalışmada web tabanlı bir anket uygulaması ile anket soruları revize edilmiş ve son çalışmada 260 mobil bahis oyuncusu ankete katılmıştır. | en_US |
dc.description.tableofcontents | Introduction | en_US |
dc.description.tableofcontents | Why is the Subject Worth a Thesis? | en_US |
dc.description.tableofcontents | Research Problem | en_US |
dc.description.tableofcontents | Purpose of the Study | en_US |
dc.description.tableofcontents | Research Questions | en_US |
dc.description.tableofcontents | Structure of Thesis | en_US |
dc.description.tableofcontents | Significance and Contribution of the Study | en_US |
dc.description.tableofcontents | Delimitations | en_US |
dc.description.tableofcontents | Literature Review | en_US |
dc.description.tableofcontents | Evolution of Betting | en_US |
dc.description.tableofcontents | Gambling, Betting and Gaming | en_US |
dc.description.tableofcontents | Gambling Industry | en_US |
dc.description.tableofcontents | Games of Luck in Turkey | en_US |
dc.description.tableofcontents | Legal Environment | en_US |
dc.description.tableofcontents | Gaming Limitations | en_US |
dc.description.tableofcontents | Economic Contribution | en_US |
dc.description.tableofcontents | Service Quality | en_US |
dc.description.tableofcontents | Quality | en_US |
dc.description.tableofcontents | E-Service Quality | en_US |
dc.description.tableofcontents | Service Quality and Customer Satisfaction | en_US |
dc.description.tableofcontents | Measurement Framework Models | en_US |
dc.description.tableofcontents | SERVQUAL | en_US |
dc.description.tableofcontents | SERVPER | en_US |
dc.description.tableofcontents | WebQual or WebQual/M | en_US |
dc.description.tableofcontents | WebQual™ | en_US |
dc.description.tableofcontents | Web Site Quality Model | en_US |
dc.description.tableofcontents | E-S-QUAL | en_US |
dc.description.tableofcontents | Quality of Service-related Technical Standards | en_US |
dc.description.tableofcontents | Other Methods | en_US |
dc.description.tableofcontents | Summary and Critical Review | en_US |
dc.description.tableofcontents | Research Methodology | en_US |
dc.description.tableofcontents | Pre-understanding | en_US |
dc.description.tableofcontents | Traditional Ways of Betting | en_US |
dc.description.tableofcontents | Interactions in Mobile Betting | en_US |
dc.description.tableofcontents | Research Approach | en_US |
dc.description.tableofcontents | Design | en_US |
dc.description.tableofcontents | Independent Variables | en_US |
dc.description.tableofcontents | Dependent Variables | en_US |
dc.description.tableofcontents | Conceptual Framework in Depth | en_US |
dc.description.tableofcontents | Empirical Setting | en_US |
dc.description.tableofcontents | Pilot Survey Questions | en_US |
dc.description.tableofcontents | Survey Questions in Depth | en_US |
dc.description.tableofcontents | Choice of Respondents for the Final Survey | en_US |
dc.description.tableofcontents | Research Findings | en_US |
dc.description.tableofcontents | Analysis of Demographics and the Relation with Satisfaction | en_US |
dc.description.tableofcontents | Analysis of Answers | en_US |
dc.description.tableofcontents | Measuring Service Quality | en_US |
dc.description.tableofcontents | Conclusion and Discussion | en_US |
dc.description.tableofcontents | Summary of the Study | en_US |
dc.description.tableofcontents | Theoretical Implications/Contribution | en_US |
dc.description.tableofcontents | Comparison with Similar Studies | en_US |
dc.description.tableofcontents | Research Limitations | en_US |
dc.description.tableofcontents | Suggestions for Future Research | en_US |
dc.description.tableofcontents | Managerial Implications | en_US |
dc.description.tableofcontents | 22 statements of the SERVQUAL instrument – (E) | en_US |
dc.description.tableofcontents | 22 statements of the SERVQUAL instrument- (P) | en_US |
dc.description.tableofcontents | WebQual Dimensions by Construct | en_US |
dc.description.tableofcontents | E-S-QUAL and E-RecS-Qual Dimensions and Items | en_US |
dc.description.tableofcontents | WebQual Items by Construct | en_US |
dc.description.tableofcontents | Dimensions of Mobile content | en_US |
dc.description.tableofcontents | First Pilot Survey Questions | en_US |
dc.description.tableofcontents | Second Pilot Survey Questions | en_US |
dc.description.tableofcontents | Final Survey Questions and Dimensions | en_US |
dc.description.tableofcontents | Questionnaire Screen | en_US |
dc.description.tableofcontents | Reasons for preferring Internet gambling versus gambling at a land-based venue | en_US |
dc.identifier.citation | Tireli, A. İ. (2008). A service quality measurement framework for mobile betting : an assessment of theory and practice. İstanbul: Işık Üniversitesi Sosyal Bilimler Enstitüsü | en_US |
dc.identifier.uri | https://hdl.handle.net/11729/983 | |
dc.institutionauthor | Tireli, Ali İlhan | en_US |
dc.language.iso | en | en_US |
dc.publisher | Işık Üniversitesi | en_US |
dc.relation.publicationcategory | Tez | en_US |
dc.rights | info:eu-repo/semantics/openAccess | en_US |
dc.rights | Attribution-NonCommercial-NoDerivs 3.0 United States | * |
dc.rights.uri | http://creativecommons.org/licenses/by-nc-nd/3.0/us/ | * |
dc.subject.lcc | TK5105.5 .T57 2008 | |
dc.subject.lcsh | Computer software. | en_US |
dc.subject.lcsh | Mobile applications. | en_US |
dc.title | A service quality measurement framework for mobile betting : an assessment of theory and practice | en_US |
dc.title.alternative | Mobil bahiste servis kalite ölçüm çerçevesi | en_US |
dc.type | Doctoral Thesis | en_US |