Journal of Management Information and Decision Sciences (Print ISSN: 1524-7252; Online ISSN: 1532-5806)

Abstract

The Impact of Software User Experience on Customer Satisfaction

Author(s): Omar Badran, Shafig Al-Haddad

This study aims to investigate the impact of user experience variables (utility, usability, aesthetics, identification and value) on customer satisfaction of smartphones in Jordan. A convenience sample (393) questionnaires were measured. Simple and hierarchal regression was used for statistical analysis, covering (78.6%) response rate. Adoption of the UX style was high and customer’s satisfaction was also significant. All of the UX variables affect customer’s satisfaction. Value was the most influencing variable. There was a statistical significance in adopting UX pattern for smartphone users due to gender, experience and age; the level of education did not show any statistical impact. This research includes implication for the impact of user experience variables on customer satisfaction of smartphones in Jordan. This study seeks to identify the software user experience dimensions in user and customer satisfaction in the development of the Jordanian software smart phone users and customers.