摘要
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.
出处
《情报杂志》
CSSCI
北大核心
2014年第5期175-182,共8页
Journal of Intelligence
基金
江苏省高校哲学社会科学研究重点项目"SSME视角下江苏省创新型电子服务模式与对策研究"(项目编号:2010 ZDIXM022)
江苏省普通高校研究生科研创新计划项目"社会化商务社区中消费行为建模与激励机制设计"(CXZZ11_0055)研究成果之一
关键词
移动位置服务
电子服务
服务质量
KANO模型
层次分析法
location-based service (LBS)
electronic service
service quality
Kano model
analytic hierarchy process (AHP)