The Effects of Adaptation for Map-based Mobile Service on Perceived Service Quality and Service Satisfaction: A Case of Google Map

• Main Authors: Chi Chiu, 邱琦
• Other Authors: Tung-Jung Sung
• Format: Others
• Language: zh-TW
• Published: 2014
• Online Access: http://ndltd.ncl.edu.tw/handle/84685088582661154937

碩士 === 國立臺灣科技大學 === 設計研究所 === 102 === With the rise of popularization in mobile devices and technology development in ubiquitous computing, map-based mobile services (MBMS) are growing faster than ever before, in which it has provided ease and convenience to the user in reaching information. Hence, more and more service providers have shown their interests in building and applying regional map-based mobile services. Still, map-based mobile services received mixed reviews. According to the previous studies, strengthen the integration between adaptation technique and MBMS will advance service quality and increase users' satisfaction. In this study, we are going to explore more details in the correlation among adaptation technique, perceived service quality and service satisfaction through experimenting on Google map application. Based on the service design process, this study is divided into three stages. The first stage is the “exploration and definition” stage. The study received 136 positive opinions and 222 negative opinions by applying shadowing method in tracking Google map application's user experience and extracted negative opinions into 23 key negative issues. The second stage is the “concept development” stage by constructing two complete concepts in MBMS design and selecting the most suitable one via the help from three professions who are specialized in interaction design. The third stage is the “evaluation” stage. We set up two videos to record the original service and the new design one. At the end, we collected 100 valid questionnaires to evaluate the relationship between adaptation, perceived service quality and service satisfaction. In this study, there are two main findings: 1) There are significant differences of adaptation, perceived service quality and service satisfaction between original and new MBMS designs. 2) For new MBMS design, adaptation has a significant positive effect on both perceived service quality and service satisfaction, and perceived service quality also has significant effect on service satisfaction. In addition, the study proposes six design guidelines for the adaptive map-based mobile service.