User Experience of Digital Voice Assistant: Conceptualization and Measurement

Qian Chen, Yeming Gong () and Yaobin Lu
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Qian Chen: HZAU - Huazhong Agricultural University [Wuhan]
Yeming Gong: EM - EMLyon Business School
Yaobin Lu: HUST - Huazhong University of Science and Technology [Wuhan]

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Abstract: With the development of digital virtual assistants (DVA), academics and practitioners have increased attention to the DVA user experience. However, the measurement scale of DVA user experience is still under-researched, which may hinder further empirical study on human-DVA interaction. This study rigorously developed dimensions and associated scales of the DVA user experience. We employed a mixed-method approach that integrated qualitative and quantitative methods. This study first developed multilevel dimensions of DVA user experience based on consumers' online reviews (n = 21,314), then adopted the ten-step method to develop the associate measurement scale with reliability and validity by collecting and examining three data sets (pretest: n = 368, refinement and validation: n = 585, cross-validation: n = 567). This study fills the gap of a lack of research on the classification and measurement of DVA user experience and provides a reference for practitioners in developing DVA and continuously improving the DVA user experience.

Keywords: AI; User Experience; Digital Voice Assistant (search for similar items in EconPapers)
Date: 2024-02-28
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Published in ACM Transactions on Computer-Human Interaction, 2024, 31 (1), 1-35 p. ⟨10.1145/3622782⟩

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-04463432

DOI: 10.1145/3622782

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