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  5. Assessing user satisfaction in the era of user experience: comparison of the SUS, UMUX and UMUX-LITE as a function of product experience
 
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Assessing user satisfaction in the era of user experience: comparison of the SUS, UMUX and UMUX-LITE as a function of product experience
File(s)
Borsci et al Proof.docx (1.35 MB)
Accepted version
Author(s)
Borsci, S
Federici, S
Bacci, S
Gnaldi, M
Bartolucci, F
Type
Journal Article
Abstract
Nowadays, practitioners extensively apply quick and reliable scales of user satisfaction as part of their user experience (UX) analyses to obtain well-founded measures of user satisfaction within time and budget constraints. However, in the human-computer interaction (HCI) literature the relationship between the outcomes of standardized satisfaction scales and the amount of product usage has been only marginally explored. The few studies that have investigated this relationship have typically shown that users who have interacted more with a product have higher satisfaction. The purpose of this paper was to systematically analyze the variation in outcomes of three standardized user satisfaction scales (SUS, UMUX and UMUX-LITE) when completed by users who had spent different amounts of time with a website. In two studies, the amount of interaction was manipulated to assess its effect on user satisfaction. Measurements of the three scales were strongly correlated and their outcomes were significantly affected by the amount of interaction time. Notably, the SUS acted as a unidimensional scale when administered to people who had less product experience, but was bidimensional when administered to users with more experience. We replicated previous findings of similar magnitudes for the SUS and UMUX-LITE (after adjustment), but did not observe the previously reported similarities of magnitude for the SUS and the UMUX. Our results strongly encourage further research to analyze the relationships of the three scales with levels of product exposure. We also provide recommendations for practitioners and researchers in the use of the questionnaires.
Date Issued
2015-06-24
Date Acceptance
2015-05-30
Citation
International Journal of Human-Computer Interaction, 2015, 31 (8), pp.484-495
URI
http://hdl.handle.net/10044/1/25379
DOI
https://www.dx.doi.org/10.1080/10447318.2015.1064648
ISSN
1532-7590
Publisher
Taylor & Francis
Start Page
484
End Page
495
Journal / Book Title
International Journal of Human-Computer Interaction
Volume
31
Issue
8
Copyright Statement
© 2015 Taylor & Francis. This is an Accepted Manuscript of an article published by Taylor & Francis Group in International Journal of Human-Computer Interaction on [date of publication], available online at: http://www.tandfonline.com/10.1080/10447318.2015.1064648
License URL
http://www.rioxx.net/licenses/all-rights-reserved
Publication Status
Published
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