EconPapers    
Economics at your fingertips  
 

Unraveling the relationship between the dimensions of user experience and user satisfaction: A smart speaker case

Sang-Hyeak Yoon, Ga-Yun Park and Hee-Woong Kim

Technology in Society, 2022, vol. 71, issue C

Abstract: A smart speaker is a voice command device with a built-in virtual assistant. The virtual assistant provides interactivity and hands-free activation. According to a recent survey, although smart speaker ownership has increased, their users report low satisfaction. This paper investigates the impact of the dimensions of user experience (UX) on user satisfaction with smart speakers. Thus, we investigated two research topics: (1) exploring the UX dimensions of smart speakers and (2) examining the relationship between the explored UX dimensions and user satisfaction. To study the research topics, we first used text mining to explore the UX dimensions of smart speakers through 46,715 reviews. Second, we theoretically matched the UX dimensions with the honeycomb model and measured users’ sentiments for each dimension. Lastly, we developed and tested an econometric model to analyze their relationships with their star rating as the dependent variable. Thus, this study has research implications for determining the unique dimensions of UX for smart speakers and the relationship with user satisfaction. In addition, this study has practical implications that present generalized UX dimensions for smart speakers and suggests a management plan and recommendations for each of those UX dimensions.

Keywords: Smart speaker; User experience; Text mining; Econometric model; Contactless artifacts (search for similar items in EconPapers)
Date: 2022
References: Add references at CitEc
Citations: View citations in EconPapers (1) Track citations by RSS feed

Downloads: (external link)
http://www.sciencedirect.com/science/article/pii/S0160791X22002081
Full text for ScienceDirect subscribers only

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:eee:teinso:v:71:y:2022:i:c:s0160791x22002081

DOI: 10.1016/j.techsoc.2022.102067

Access Statistics for this article

Technology in Society is currently edited by Charla Griffy-Brown

More articles in Technology in Society from Elsevier
Bibliographic data for series maintained by Catherine Liu ().

 
Page updated 2023-02-04
Handle: RePEc:eee:teinso:v:71:y:2022:i:c:s0160791x22002081