There is a tendency is current on smart cities to focus on the connection between information and communication technology (ICT) and the ways in which it enables the provision of new services. Less is being said about the quality of the services and citizens’ perceptions of services’ quality. This paper addresses this issue by focusing specifically on smart mobility, i.e. one of the key domains comprising the smart city, in two smart cities, i.e. Turin and Barcelona. A qualitative methodology was adopted, including semi-structured interviews (N = 24) and the hermeneutic approach for their analysis. The interviews were structured around the following questions: (i) How is service quality perceived in smart mobility? (ii) What is the impact of sustainability and digitalization on perceived service quality in smart mobility? The results show that the perceived efficiency of mobility services in Barcelona is higher as compared to Turin, in terms of sustainability, digitalization and modernity of the infrastructure. The work highlights a gap in the literature on the topic and proposes the inclusion of inter-modality as a new dimension of the ServQual model in the domain of smart mobility. The research also provides support in identifying strategies to optimize benefits for users and policymakers. The inclusion of inter-modality as a dimension of the ServQual model can lead decision makers to increase the efficiency of interventions in this direction.