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

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

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.

Suggested Citation

  • Yoon, Sang-Hyeak & Park, Ga-Yun & Kim, Hee-Woong, 2022. "Unraveling the relationship between the dimensions of user experience and user satisfaction: A smart speaker case," Technology in Society, Elsevier, vol. 71(C).
    • Handle: RePEc:eee:teinso:v:71:y:2022:i:c:s0160791x22002081
    DOI: 10.1016/j.techsoc.2022.102067
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    2. Kumar, Anand & Bala, Pradip Kumar & Chakraborty, Shibashish & Behera, Rajat Kumar, 2024. "Exploring antecedents impacting user satisfaction with voice assistant app: A text mining-based analysis on Alexa services," Journal of Retailing and Consumer Services, Elsevier, vol. 76(C).
    3. Son, Youngdoo & Kim, Wonjoon, 2023. "Development of methodology for classification of user experience (UX) in online customer review," Journal of Retailing and Consumer Services, Elsevier, vol. 71(C).
    4. Hyeongjin Ahn & Eunil Park, 2023. "Motivations for user satisfaction of mobile fitness applications: An analysis of user experience based on online review comments," Palgrave Communications, Palgrave Macmillan, vol. 10(1), pages 1-7, December.

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