用户感知视角下的移动位置服务质量要素研究

摘要

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 au-thor 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 pri-ority when dealing with the quality issue. In detail, privacy and safety are the basic elements;meanwhile the factors such as ease of use and empathy are useful tools to establish competitive advantage.%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。