Effects of Product Smartness on Satisfaction: Focused on the Perceived Characteristics of Smartphones

Abstract

This paper investigates consumers' perceptions toward smartness characteristics of smartphones to understand the influence of product smartness on consumer satisfaction. Recent developments in information technology are accelerating the pace of change in products, particularly the emergence of smart products. Despite these technological advances, however, there is a lack of understanding about consumers who buy and use smart products. In this empirical study, five smartness dimensions of autonomy, adaptability, reactivity, multifunctionality, and ability to cooperate, are used to examine perceived product smartness which is also tested with consumer satisfaction. Based on their experiences with smartphones, 388 consumers, in their 20s, respond to the questionnaire. Among the five factors, adaptability and multi-functionality have significant influence on perceived product smartness and consumer satisfaction. However, the other three factors do not show a significant impact. In addition, the moderator effect of customer innovativeness on satisfaction has been proven to be significant. The results of this study provide a better understanding of the impact of product smartness on customer attitudes and provide managerial implications for new product development and market management.

Factors affecting user acceptance for NFC mobile wallets in the U.S. and Korea

“…According to the study about NFC mobile payment in South Korea , smartness was a predictor for perceived usefulness. Lee and Shin (2018) investigated consumer perception of smartphone smartness using five smartness characteristics: autonomy, adaptability, reactivity, multi-functionality and the ability to cooperate. They found that adaptability and multi-functionality had significant influences on consumer satisfaction.…”

How Smartness of Leisure-Sports Appliances Influence Tourists' Intention to Use

“…The effect of product intelligence (smartness) on user recognition, perception, or attitude has received increasingly attention. How satisfied users are with these intelligent/smart characteristics of modern appliances needs to be empirically examined (Lee & Shin, 2018;Lin et al, 2017;Rijsdijk & Hultink, 2009). This study established a theoretical model to explain how users perceive the usefulness of leisure-sports appliances mediating the effect of tourists' self-image on intention to use.…”

Effects of smart city service channel- and user-characteristics on user satisfaction and continuance intention

“…For example, Shin (2015) used a Customer Satisfaction Index (CSI) to assess the satisfaction of Korean citizens with services delivered via smartphones. The author's results also show that “ customer satisfaction has a direct effect on the behavioral intentions of customers.” Another study conducted on services delivered via smartphones also found that the main determinants of customer satisfaction were adaptability and multi-functionality (Lee and Shin, 2018).…”

“…In general, perceived user-friendliness or ease-of-use of technological innovations offers the strongest explanation of the impacts of such technologies on users' satisfaction and behavioral intention to continue using such innovations (Davis, 1989). In the realm of service technologies, perceived ease-of-use is defined as the service user's belief that the service channel is a clear interface that can be used with very little effort to effectively access and accomplish the service task (Lee and Shin, 2018; Karahanna and Straub, 1999). In the case of SCS, using the channels requires a certain level of technical skills; but evidence in the literature seems to suggest that SCS users are generally reluctant to seek help from a third party to acquire the skills (Alnaqbi, 2017).…”