User Satisfaction with Wearables

Abstract

This study investigates user satisfaction with wearable technologies. It proposes that the integration of expectation confirmation theory with affordance theory sheds light on the sources of user’s (dis)confirmation when evaluating technology performance experiences and explains the origins of satisfaction ratings. A qualitative and quantitative analysis of online user reviews of a popular fitness wristband supports the research model. Since the band lacks buttons and numeric displays, users need to interact with the companion software to obtain the information they need. Findings indicate that satisfaction depends on the interaction’s quality, the value of digitalizing physical activity, and the extent to which the informational feedback meets users’ needs. Moreover, the results suggest that digitalizing physical activity has different effects for different users. While some appreciate data availability in general regardless of their accuracy, those who look for precision do not find such quantification useful. Thus, their evaluative judgments depend on the wearable system’s actual performance and the influence that the feedback has on their pursuit of their fitness goals. These results provide theoretical and practical contributions to advance our understanding of wearable technologies.