The Statistical Analysis of Multidimensional Psychological Characteristics and User Feedback Willingness

Abstract

The purpose of this paper is to study the influence of multidimensional psychological characteristics on users’ feedback intention by using several statistical analysis methods based on information theory. The feedback process can be described as a communication process based on information theory. The feedback information entropy is associated with the degree of uncertainty elimination of the users who provide feedback information. Many factors are related to this uncertainty, such as information senders often stopped feedback process for some reasons and information senders may have provided fake or spam information. In order to encourage more useful feedback information, a model of a user’s willingness to provide feedback was established with personality traits and cognitive styles as independent variables, feedback motivation as intermediary variables, and feedback willingness as the dependent variable. 206 online and offline questionnaires were obtained to be analyzed by correlation analysis, regression analysis, and structural equation analysis. Cronbach’s α coefficient was used to test the reliability of the questionnaire, and exploratory factor analysis method was used to verify the validity of the questionnaire. First, correlation analysis was used to explore the correlation between personality traits, cognitive styles, and motivation factors. Second, we further explored the strength of the relationship of the five correlated groups of variables through linear regression analysis. At last, we conducted structure equation analyses to test the hypotheses. The results show that both personality traits and cognitive styles can have a significant impact on feedback motivation factors and also show that self-efficacy may be the only evident feedback motivation to encourage useful feedback information. The results show that the willing users with extraversion trait are more likely be motivated by self-efficacy and thus have evident feedback willingness.

Conceptual Model for Exploring the Factors which Impact Reaching the Voice of Customers

“…The results of our conceptual model show that 28.3% of the variability in the decision can be explained by these three factors: awareness, organisational culture and expectations from the company. In comparison to the mentioned research of Wang et al (2021) which identifies personality traits and cognitive styles of the customer as a motivating factor for providing feedback, this study identifies other factors that could be in control of an organisation to some extent, providing the organisation with the opportunity to create an environment that would gather VoC effectively. This study enriches the existing limited literature regarding the VoC and, hopefully, it will incite possible further research leading to identifying other factors that will explain even more change in customers' decisions.…”

“…Customers with higher personal self--impact are more likely to engage in positive voice behaviour (Ran & Zhou, 2020). Wang et al (2021) research personality traits and cognitive styles of a customer as motivating factors for providing feedback. Customers with extraversion trait are more likely to provide useful feedback information with self--efficacy as a main driver for feedback willingness (Wang et al, 2021).…”

“…Wang et al (2021) research personality traits and cognitive styles of a customer as motivating factors for providing feedback. Customers with extraversion trait are more likely to provide useful feedback information with self--efficacy as a main driver for feedback willingness (Wang et al, 2021). The research also shows that sensing/intuitive cognitive style is motivated by self-interest as the main driver and active/reflective cognitive style is motivated by the altruism factor.…”

“…Several authors have discussed the aspects which are either influencing the feedback or customers' intention to provide feedback. Among these aspects are customer's perception of desire for feedback (Abi-Esber et al, 2021), customer's sense of their feedback value (Edinger-Schons et al, 2020), employees' influence on customer (Choi & Kim, 2020), customer's self-accomplishment, aim to improve the service and reward expectation (Wang et al, 2021). These aspects were the foundation of the questionnaire used for the research.…”

Retracted: The Statistical Analysis of Multidimensional Psychological Characteristics and User Feedback Willingness

“…This article has been retracted by Hindawi following an investigation undertaken by the publisher [1]. This investigation has uncovered evidence of one or more of the following indicators of systematic manipulation of the publication process:…”