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

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.