Abstract
To evaluate the quality of service it is critical to know the concepts on which such evaluations are made from the user point of view. Differential semantics was applied in an emotional design framework to identify these concepts, or dimensions, and an equation was devised to discover the influence they have in the acceptance of a service by users. Some 53 users evaluated the tangible elements of 28 library information desks. Five latent concepts emerged from the analysis: modern, welcoming, professional, simple, and accessible. The most influential concepts influencing willingness to interact at library information desks were, in descending order, modernity, professionalism, welcoming environment, and accessibility. Finally, a comparative semantic profile was developed to explore the perception differences between the most and the least desirable information desks. Understanding the concepts that users consider when evaluating information desks and the influence of those concepts on user behavior can help designers improve overall service quality impressions.
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
