Abstract: A guidance system is an important means to convey information and guide disoriented
users, effectively displaying the urban culture. An excellent guidance system can quickly and easily
lead users to their destinations. How to improve the guidance system to better serve the users is of
great significance to boosting the quality of the guidance system service and enhancing user
satisfaction. Semi-structured interviews were conducted with 35 users. Based on a large amount of
interview data, the grounded theory, a qualitative research method, was employed to analyze and
summarize the interview data to extract the influencing factors of users’ satisfaction with the
commercial complex guidance system. Finally, five main categories were summarized, namely,
readability, accessibility, security, interactivity and friendliness. Based on this, the theoretical models
of influencing factors and action paths were constructed, and the structural equation model was
further utilized to verify and analyze them. The rationality and scientificity of the model were thus
verified. The research results are of practical value for improving the users’ satisfaction with the
guidance system, helping designers deepen the future prospects of constructing the guidance system
service from the user perspective, and providing experience for real estate operators in resource
organization and service updates.

Key words: guidance system, user satisfaction, grounded theory, structural equation model;
commercial complex