PAPER TITLE : A Pilot Study to Analyze the Effects of User Experience
and Device Characteristics on the Customer Satisfaction of Smartphone Users
AUTHOR : Bong-Won Park and Kun Chang Lee
SUMMARY
Recently, people are beginning to use the smartphone and want to use it smartly. At this time, satisfied customers communicate their positive experiences to others. Therefore, to expand smartphone markets, a company should try to satisfy existing smartphone customers. The study analyzes the factors that affect customer satisfaction respective of user experience and device characteristics.
Smartphone stress is categorized into three components: device-related stress, data/application
stress, and new-learning stress. Device-related stress means that the stress occurs when
the smartphone is not working or is down. Data/application stress means that the stress
occurs when the stored data crashes or the application is not working. New-learning
stress means that as new applications and features are included, users have to learn new
applications and features. However, smartphone stress is not an important factor
regarding user satisfaction because early adopters are tech-savvy and find it less
difficult to use new devices than average persons. Therefore, such users do not get
stressed from using smartphones.
Instant connectivity, which connects users anywhere anytime to the Internet, is an important factor that impacts smartphone users’ satisfaction. Many users are familiar with the Internet, and want to use the Internet anytime anywhere and free of charge. This need is fulfilled through smartphones that are embedded with Wi-Fi functionality.
and Device Characteristics on the Customer Satisfaction of Smartphone Users
AUTHOR : Bong-Won Park and Kun Chang Lee
SUMMARY
Recently, people are beginning to use the smartphone and want to use it smartly. At this time, satisfied customers communicate their positive experiences to others. Therefore, to expand smartphone markets, a company should try to satisfy existing smartphone customers. The study analyzes the factors that affect customer satisfaction respective of user experience and device characteristics.
Smartphone stress is categorized into three components: device-related stress, data/application
stress, and new-learning stress. Device-related stress means that the stress occurs when
the smartphone is not working or is down. Data/application stress means that the stress
occurs when the stored data crashes or the application is not working. New-learning
stress means that as new applications and features are included, users have to learn new
applications and features. However, smartphone stress is not an important factor
regarding user satisfaction because early adopters are tech-savvy and find it less
difficult to use new devices than average persons. Therefore, such users do not get
stressed from using smartphones.
Instant connectivity, which connects users anywhere anytime to the Internet, is an important factor that impacts smartphone users’ satisfaction. Many users are familiar with the Internet, and want to use the Internet anytime anywhere and free of charge. This need is fulfilled through smartphones that are embedded with Wi-Fi functionality.
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