Mobility

Measurement of a Customer Satisfaction Index for Improvement of Mobile RFID Services in Korea

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Executive Summary

One of the ubiquitous technology fields that have received the most attention recently from technology communities worldwide is mobile radio frequency identification (RFID). Mobile handsets loaded with RFID readers enable the identification and retrieval of information on RFID tagged objects. In Korea, a variety of mobile RFID services are currently being piloted, and their commercial roll-out looks imminent. The goal of this study is to propose, ahead of the commercial launch of mobile RFID services, a customer satisfaction index (CSI) model for this service category and to then measure the CSI to derive practical implications for their providers and pointers related to the improvement of service.

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