Influence of Usability on Customer Satisfaction: A Case Study on Mobile Phone Services
نویسندگان
چکیده
Designing for better user experiences (e.g., interactions more satisfying, enjoyable) is usually more difficult than aiming for clearer usability goals (e.g., improve systems’ efficiency, easy of use). In this paper, we present a conceptual model validated with data from 603 mobile phone users that clarifies the relationship between usability of basic mobile services and the users’ satisfaction with them. Our findings indicate that satisfaction is mostly influenced by how users perceive the usability of these services, more specifically their efficiency. We discuss the model and propose three implications that shall increase satisfaction with basic mobile services: a few solutions to minimize routine disruption, personality-based service personalization, and persuasive strategies to raise awareness of one’s technology consumption saturation point. Author
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