This study investigates the peak-end rule's applicability in evaluating the product user experience in the context of overall satisfaction with smartphone applications, a chronological evaluation of past impressive episodes with the use of applications, and the satisfaction level of each episode. The effects of the positive and negative peaks (maximum and minimum satisfaction score) and the end (satisfaction score at the most recent episode) were analyzed against the overall satisfaction in a series of episodes. Two representative groups (satisfied and dissatisfied) were surveyed regarding their satisfaction with a selected application. A correlation analysis between the variables revealed that the peaks and the end correlated with overall satisfaction.Further analysis with hierarchical multiple regression models revealed that the positive and negative peaks do not necessarily explain overall satisfaction dominantly in the regression model of this study. However, the possibility that they are related to the overall satisfaction was confirmed. In contrast, this study demonstrated the significant influence of the most recent event on the overall satisfaction level.
This study investigates the effects of the description of design concepts and the ease of anticipating how to use products on users’ subjective evaluation before use. The findings of this study contribute to considerations of a method of value transmission to be used to enhance the anticipated UX. Usefulness, usableness, desirableness, and willingness to use were compared among four conditions with different levels of value evaluation structure (product attributes, functional benefits, emotional benefits, essential value). The results reveal that the participants experienced a greater expectation of product attributes when they more easily imagined using them. On the other hand, participants felt a high expectation of emotional benefit when they found it difficult to anticipate how to use a product.
We examined the relations of events and emotions to user experiences to explore what affects user satisfaction. A questionnaire concerning episodes of satisfaction produced data that were classified into five categories for each product or service. Multivariate analyses (correspondence and cluster analyses) and the structural model method (DEMATEL method) was conducted on the text data to visualize the relations of events and emotions to experiences. It was found that convenience and comfort are important for users in the network-service category. However, it was found that the service provider's behaviors lead to users' satisfaction in the customer-service category. Different qualities are valued in the appliances category and the general merchandise and fashion categories. Because the activity category includes several services, it was concluded that this category should be classified and analyzed in more detail to clarify their characteristics.
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