Abstract
People do not want to just call other people any more by using a cellular phone; they want to connect to the Internet and use various applications like they do with a personal computer. Hence, cellular phones need to become smart. A smartphone has an operating system and many applications. Therefore, it is more difficult to use than previous cellular phones. Therefore, smartphone users are stressed as they confront problems while using smartphones. In this study, we analyzed the effects of the smartphone experience, including phone stress and enjoyment, and device characteristics on customer satisfaction. Questionnaires of thirty-three valid respondents in South Korea were analyzed with regression analysis. The results were that smartphone stress and enjoyment do not affect customer satisfaction. However, instant connectivity is an important factor regarding customer satisfaction. In addition, female customers are not satisfied with smartphones compared with male customers. These results are based on a pilot study, and will be corroborated using more data.
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Park, BW., Lee, K.C. (2011). A Pilot Study to Analyze the Effects of User Experience and Device Characteristics on the Customer Satisfaction of Smartphone Users. In: Kim, Th., Adeli, H., Robles, R.J., Balitanas, M. (eds) Ubiquitous Computing and Multimedia Applications. UCMA 2011. Communications in Computer and Information Science, vol 151. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-20998-7_50
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DOI: https://doi.org/10.1007/978-3-642-20998-7_50
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