Assessing Mobile Location-Based Service (m-LBS) Quality: A Combination of m-LBS Quality Scale and Importance-Performance Analysis

The popularity of personal navigation devices and mapping services have made the society utilizes certain location-based ideas and their applications. With the convenience of using smart phones, it could create an opportunity for the development of mobile location-based service (m-LBS) in order to bring personalized values to the users. Consequently, it leads to a fierce competition among the providers of the m-LBS applications; thus, they have to improve their service qualities in order to fulfill the customers' needs. This study tried to assess the m-LBS quality using the m-LBS quality scale and combine it with the importance-performance analysis (IPA) model. The m-LBS quality scale has been shown to be statistically reliable and valid for use in measuring the m-LBS quality. However, assessing the service quality per se is considered not sufficient since the service providers have to prioritize the aspects they want to improve. It has to be done since they are constrained by limitations on the resources they have. The IPA model, on the other hand, is regarded as an effective method to find out particular aspects that performed poorly but are highly important. A case study to exhibit the applicability of the proposed method was conducted in one of the biggest motorcycles-based transport services in Indonesia.