User Experience (UX) with Mobile Devices: A Comprehensive Model to Demonstrate the Relative Importance of Instrumental, Non-Instrumental, and Emotional Components on User Satisfaction

Abstract

Despite growing interest in User Experience (UX), the empirical testing of UX models, particularly the interdependence of UX dimensions and their impact on user satisfaction, remains limited. This study fills this gap by examining a UX model for smartwatch and smartphone users through an online survey and partial least squares (PLS) regression analysis. Our findings reveal that both instrumental and non-instrumental qualities, alongside the emotions elicited by mobile devices, are interconnected and crucial to users. Notably, instrumental qualities tend to elicit negative emotions, whereas non-instrumental qualities elicit predominantly positive emotions. The observed relationships among various UX factors and user satisfaction underscore the significance of the proposed UX model and, more broadly, highlight the importance of UX research in deciphering the psychological processes encountered when individuals interact with technology.