用户感知视角下的移动位置服务质量要素研究

Quality Elements of Location-Based Services: A User-perceived Perspective

在识别LBS质量的维度以及具体质量要素的基础上,从用户感知的视角采用问卷调查、Kano分析以及层次分析方法对各具体质量要素的重要程度进行了评估;并对各种分析方法的结果进行了整合。研究结果表明LBS服务质量可以用7个维度、26个要素进行衡量;三种方法的分析结果略有不同,但总体上看提升隐私安全性、信息质量、易用性、保证性是目前运营商需要优先考虑的改进方向。其中隐私安全性是LBS的基础质量要素,而易用性以及移情性的改进则有利于运营商构建竞争优势。

This paper identifies a framework describing the structure and elements of location-based services＇ quality. Then, a multiple method package including questionnaire, Kano analysis as well as AHP is used to evaluate the elements. By integrating the results, the author argues that the quality of LBS can be evaluated by a scale composed of 7 dimensions, 26 elements in total. Although the results are different, it generally indicates that the factors such as privacy, safety, information quality, ease of use and assurance need the critical priority when dealing with the quality issue. In detail, privacy and safety are the basic dements; meanwhile the factors such as ease of use and empathy are useful tools to establish competitive advantage.