Understanding Relations of Events and Emotions to User Experiences that Affect Satisfaction with Products and Services

Abstract

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.