基于体验过程的用户行为模型及实证研究
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摘要
【目的/意义】以用户体验层次设计和过程模型为理论基础,结合期望确认模型、技术采纳模型等相关的研究,提出用户体验行为模型和相应的研究假设。【方法/过程】以移动商务领域的用户为例,采用调查问卷共获得372份有效样本,利用SPSS和Lisrel对问卷进行信、效度分析和模型的检验修正。【结果/结论】实证结果显示,在对持续使用意向的影响中,用户体验的三层次中,认知层体验的影响最大,其次是反思层体验,最后是感官层体验;期望确认程度对于用户的有用认知和易用认知都有不同程度的显著影响;期望确认程度和满意度对持续使用意向存在显著的影响。
【Purpose/significance】Based on the theoretical basis of user experience level design and process model, this research puts forward user experience model and the corresponding research hypothesis by combining the research of Expectation-Confirmation Model and Technology Adoption Model.【Methods/process】Taking the users in the field of mobile commerce as an example, 372 valid samples were obtained by using the questionnaire, and SPSS and Lisrel were used to analyze the reliability and validity of the questionnaire and to test the model.【Results/conclusion】In the three levels of user experience, the empirical results show that the cognitive experience has the greatest impact on the user experience, followed by the reflective experience, and the last is the sensory experience; the degree of expectation confirmation has significant influence on the user′s perceived usefulness and perceived ease of use; the degree of expectation confirmation and satisfaction have significant effect on the continuance use intention.
【Purpose/significance】Based on the theoretical basis of user experience level design and process model, this research puts forward user experience model and the corresponding research hypothesis by combining the research of Expectation-Confirmation Model and Technology Adoption Model.【Methods/process】Taking the users in the field of mobile commerce as an example, 372 valid samples were obtained by using the questionnaire, and SPSS and Lisrel were used to analyze the reliability and validity of the questionnaire and to test the model.【Results/conclusion】In the three levels of user experience, the empirical results show that the cognitive experience has the greatest impact on the user experience, followed by the reflective experience, and the last is the sensory experience; the degree of expectation confirmation has significant influence on the user′s perceived usefulness and perceived ease of use; the degree of expectation confirmation and satisfaction have significant effect on the continuance use intention.
引文
1 Mahlke S. Factors Influencing the Experience of Website Usage[C]//CHI EA 02 CHI 02 Extended Abstracts on Human factors in Computing Systems.New York:ACM Press,2002:846-847.
2 Hassenzahl M. The quality of interactive products:Hedonic needs, emotions and experience[C]//Encyclopedia of Human Computer Interaction Idea Group,2005.
3 Hassenzahl M, Tractinsky N. User experience-a research agenda[J]. Behavior and Information Technology, 2006,25(2):91-97.
4 Garrett J J. The elements of user experience:usercentered design for the web[M]. Indiana:new riders press,2002.
5 胡昌平,邓胜利.基于用户体验的网站信息构建要素与模型分析[J].情报科学,2006,24(3):321-325.
6 Hartmann J, Sutcliffe A, Angeli A D. Towards a theory of user judgment of aesthetics and user interface quality[J]. ACM Transactions on Computer-Human Interaction(TOCHI), 2008, 15(4):1-30.
7 Scherer K R. Cognitive components of emotion[C]//Davidson R J, Goldsmith H, Scherer K R(Eds.).Handbook of the Affective Sciences. New York:Oxford University Press,2004.
8 Mahlke S. Studying affect and emotions as important parts of the user experience[EB/OL].http://saschama hlke.gmxhome.de/ressources/papers/PositionPaper_EmotionInHCI_Mahlke.pdf,2017-12-11.
9 邓胜利,张敏.基于用户体验的交互式信息服务模型构建[J].中国图书馆学报, 2009, 35(1):65-70.
10 Bevan N. What is the difference between the purpose of usability and user experience evaluation methods[C]//Proc the UXEM Workshop at 12th IFIP Conference on Human-Computer Interaction,Uppsala,Sweden,2009.
11 Nascimento R, Limeira C D, Pinho A L S D, Rosa J G S. Emotion, Affectivity and Usability in Interface Design[M]. Design, User Experience, and Usability. User Experience Design Practice. Springer International Publishing,2014:339-346.
12 李皓,姜锦虎.网站使用中用户体验过程模型及实证研究[J].信息系统学报, 2011,(2):55-66.
13 Bhattacherjee A. Understanding information systems continuance:an expectation confirmation model[J].MIS Quarterly,2001,25(3);351-370.
14 刘人境,柴婧.SNS社交网络个人用户持续使用行为的影响因素研究[J].软科学,2013,27(4):132-140.
15 Chen S C, Yen D C, Peng S C. Assessing the impact of determinants of e-magazines acceptance:An empirical study[J]. Computers Standards&Interfaces, 2018,(57):49-58.
16 Kim B. An empirical investigation of mobile data service continuance:Incorporating the theory of planned behavior into the expectation-confirmation model[J]. Expert Systems with Applications,2010,37(10):7033-7039.
17 刘鲁川,孙凯,王菲,等.移动搜索用户持续使用行为实证研究[J].中国图书馆学报,2011,37(6):50-57.
18 毕新华,齐晓云,段伟花.基于ECM模型的IT持续使用整合分析[J].图书情报工作,2011,55(6):40-44.
19 Hossain M. A., Quaddus M. Expectation–Confirmation Theory in Information System Research:A Review and Analysis[C]//In:Dwivedi Y., Wade M., Schneberger S.(eds)Information Systems Theory. Integrated Series in Information Systems, vol 28. Springer, New York, NY, 2012.
20 Lin C S,Wu S,Tsai R J.Integrating perceived playfulness into expectation-confirmation model for web portal context[J].Information&Management,2005,42(5):683-693.
21 Thong J Y L,Hong S J,Tam K Y.The effects of post-adoption beliefs on the expectation-confirmation model for information technology continuance[J]. International journal of human-computer studies,2006,64(9):799-810.
22 Hong S J, Thong J Y L, Tam K Y. Understanding continued information technology usage behavior:a comparison of three models in the context of mobile internet[J]. Decision Support Systems, 2007, 42(3):1819-1834.
23 Premkumar G, Bhattacherjee A. Explaining information technology usage:A test of competing models[J]. The International Journal of Management Science, 2008,36(1):64-75.
24 Chen L. An Extended Model of IS Continuance for Information Oriented Mobile Applications[C]//Ninth International Conference on Mobile Business/2010 Ninth Global Mobility Roundtable. IEEE Computer Society, 2010:453-458.
25 Doll W J,Xia W,Torkzadeh G. A confirmatory factor analysis of the end-user computing satisfaction instrument[J].MIS Quarterly,1994,18(4):453-461.
26 Fornell, C., Larcker, D. F. Evaluating Structural Equation Model with Unobservable Variables and Measurement Error:Algebra and statistics[J]. Journal of Marketing Research,1981, 18(3):382-389.
2 Hassenzahl M. The quality of interactive products:Hedonic needs, emotions and experience[C]//Encyclopedia of Human Computer Interaction Idea Group,2005.
3 Hassenzahl M, Tractinsky N. User experience-a research agenda[J]. Behavior and Information Technology, 2006,25(2):91-97.
4 Garrett J J. The elements of user experience:usercentered design for the web[M]. Indiana:new riders press,2002.
5 胡昌平,邓胜利.基于用户体验的网站信息构建要素与模型分析[J].情报科学,2006,24(3):321-325.
6 Hartmann J, Sutcliffe A, Angeli A D. Towards a theory of user judgment of aesthetics and user interface quality[J]. ACM Transactions on Computer-Human Interaction(TOCHI), 2008, 15(4):1-30.
7 Scherer K R. Cognitive components of emotion[C]//Davidson R J, Goldsmith H, Scherer K R(Eds.).Handbook of the Affective Sciences. New York:Oxford University Press,2004.
8 Mahlke S. Studying affect and emotions as important parts of the user experience[EB/OL].http://saschama hlke.gmxhome.de/ressources/papers/PositionPaper_EmotionInHCI_Mahlke.pdf,2017-12-11.
9 邓胜利,张敏.基于用户体验的交互式信息服务模型构建[J].中国图书馆学报, 2009, 35(1):65-70.
10 Bevan N. What is the difference between the purpose of usability and user experience evaluation methods[C]//Proc the UXEM Workshop at 12th IFIP Conference on Human-Computer Interaction,Uppsala,Sweden,2009.
11 Nascimento R, Limeira C D, Pinho A L S D, Rosa J G S. Emotion, Affectivity and Usability in Interface Design[M]. Design, User Experience, and Usability. User Experience Design Practice. Springer International Publishing,2014:339-346.
12 李皓,姜锦虎.网站使用中用户体验过程模型及实证研究[J].信息系统学报, 2011,(2):55-66.
13 Bhattacherjee A. Understanding information systems continuance:an expectation confirmation model[J].MIS Quarterly,2001,25(3);351-370.
14 刘人境,柴婧.SNS社交网络个人用户持续使用行为的影响因素研究[J].软科学,2013,27(4):132-140.
15 Chen S C, Yen D C, Peng S C. Assessing the impact of determinants of e-magazines acceptance:An empirical study[J]. Computers Standards&Interfaces, 2018,(57):49-58.
16 Kim B. An empirical investigation of mobile data service continuance:Incorporating the theory of planned behavior into the expectation-confirmation model[J]. Expert Systems with Applications,2010,37(10):7033-7039.
17 刘鲁川,孙凯,王菲,等.移动搜索用户持续使用行为实证研究[J].中国图书馆学报,2011,37(6):50-57.
18 毕新华,齐晓云,段伟花.基于ECM模型的IT持续使用整合分析[J].图书情报工作,2011,55(6):40-44.
19 Hossain M. A., Quaddus M. Expectation–Confirmation Theory in Information System Research:A Review and Analysis[C]//In:Dwivedi Y., Wade M., Schneberger S.(eds)Information Systems Theory. Integrated Series in Information Systems, vol 28. Springer, New York, NY, 2012.
20 Lin C S,Wu S,Tsai R J.Integrating perceived playfulness into expectation-confirmation model for web portal context[J].Information&Management,2005,42(5):683-693.
21 Thong J Y L,Hong S J,Tam K Y.The effects of post-adoption beliefs on the expectation-confirmation model for information technology continuance[J]. International journal of human-computer studies,2006,64(9):799-810.
22 Hong S J, Thong J Y L, Tam K Y. Understanding continued information technology usage behavior:a comparison of three models in the context of mobile internet[J]. Decision Support Systems, 2007, 42(3):1819-1834.
23 Premkumar G, Bhattacherjee A. Explaining information technology usage:A test of competing models[J]. The International Journal of Management Science, 2008,36(1):64-75.
24 Chen L. An Extended Model of IS Continuance for Information Oriented Mobile Applications[C]//Ninth International Conference on Mobile Business/2010 Ninth Global Mobility Roundtable. IEEE Computer Society, 2010:453-458.
25 Doll W J,Xia W,Torkzadeh G. A confirmatory factor analysis of the end-user computing satisfaction instrument[J].MIS Quarterly,1994,18(4):453-461.
26 Fornell, C., Larcker, D. F. Evaluating Structural Equation Model with Unobservable Variables and Measurement Error:Algebra and statistics[J]. Journal of Marketing Research,1981, 18(3):382-389.