Abstract
This research seeks explore the factor structure of the PTPI and provide insight into what product design features contribute to perceptions of dislike. The PTPI was administered to 965 participants who were asked to either evaluate a technology they liked, or one they disliked. A confirmatory factor analysis (CFA) was conducted to assess model fit, and participant comments were analyzed to determine how feelings of dislike mapped to PTPI subscales, as well as what design features were mentioned when a product was disliked. The CFA results indicated that the PTPI has acceptable model fit. The thematic analysis of participant comments reveals key design themes that are consistently referenced when consumers dislike technology products, offering valuable insights for product designers to enhance both satisfaction and inclusivity. Participant comments also give insight into why consumers may persist in using disliked products.
This is a preview of subscription content, log in via an institution to check access.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
Similar content being viewed by others
References
Czeplel, J.A., Rosenberg, L.J.: Consumer satisfaction: concept and measurement. J. Acad. Mark. Sci. 5(3), 403–411 (1977)
Giese, J.L., Cote, J.A.: Defining consumer satisfaction. Acad. Mark. Sci. Rev. 1(1), 1–22 (2000)
Borsci, S., Federici, S., Bacci, S., Gnaldi, M., Bartolucci, F.: Assessing user satisfaction in the era of user experience: comparison of the SUS, UMUX, and UMUX-LITE as a function of product experience. Int. J. Hum.-Comput. Interac. 31(8), 484–495 (2015)
Anderson, E.W., Fornell, C., Lehmann, D.R.: Customer satisfaction, market share, and profitability: findings from Sweden. J. Mark. 58(3), 53– (1994)
Ram, S., Jung, H.-S.: How Product Usage Influences Consumer Satisfaction. Mark. Lett. 2(4), 403–411 (1991)
Tse, D.K., Wilton, P.C.: Models of consumer satisfaction formation: an extension. J. Mark. Res. 25(2), 204–212 (1988)
Woodruff, R.B., Cadotte, E.R., Jenkins, R.L.: Modeling consumer satisfaction processes using experience-based norms. J. Mark. Res. 20(3), 296–304 (1983)
Shin, S.-A., Jang, J.-O., Kim, J.-K., Cho, E.-H.: Relations of Conspicuous Consumption Tendency, Self-Expression Satisfaction, and SNS Use Satisfaction of Gen Z through SNS Activities. International Journal of Environmental Research and Public Health 18(22), 11979 (2021)
Lee, Y.: A study on the effects of the SNS use focused on the social relationships on the self-expression in SNS, off-line activity, and the life satisfaction. J. Convergence Culture Technol. 6(1), 301–312 (2020)
Patrick, V.M., Hollenbeck, C.R.: Designing for all: Consumer response to inclusive design. J. Consum. Psychol. 31(2), 360–381 (2021)
Holmes, K.: Mismatch: How inclusion shapes design. The MIT Press (2018)
Van Ommen, C., Chaparro, B. S., Keebler, J. R., Batra, S., Lu, M.: Development and validation of a scale to assess consumer perceptions of technology product inclusivity (PTPI). Available at SSRN: https://ssrn.com/abstract=4416085. Manuscript under review (2022)
Erevelles, S., Leavitt, C.: A comparison of current models of consumer satisfaction/dissatisfaction. Journal of consumer satisfaction, dissatisfaction and complaining behavior 5, 104–114 (1992)
Brooke, J.: SUS-A quick and dirty usability scale. Usability Eval. Ind. 189(194), 4–7 (1996)
Bentler, P.M.: Comparative fit indexes in structural models. Psychol. Bull. 107(2), 238 (1990)
Steiger, J.H.: Statistically based tests for the number of common factors. In: Paper presented at the annual meeting of the Psychometric Society, Iowa City, IA (1980)
Tucker, L., Lewis, C.: A reliability coefficient for maximum likelihood factor analysis. Psychometrika 38, 1–10 (1973)
Hu, L., Bentler, P.M.: Cutoff criteria for fit indexes in covariance structure analysis: conventional criteria versus new alternatives. SEM 6(1), 1–55 (1999)
Browne, M.W., Cudeck, R.: Alternative ways of assessing model fit. Sage Focus Editions 154, 136 (1993)
Fabrigar, L.R., Wegener, D.T., MacCallum, R.C., Strahan, E.J.: Evaluating the use of exploratory factor analysis in psychological research. Psychol. Methods 4, 272–299 (1999)
Gaskin, J.: “ValidityMaster”, Stats Tools Package. http://statwiki.gaskination.com (2016). Accessed 10 Jan 2024
Hair, J., Black, W., Babin, B., Anderson, R.: Multivariate data analysis, 7th edn. (2010)
Author information
Authors and Affiliations
Corresponding author
Editor information
Editors and Affiliations
Appendix
Appendix
PTPI Scale Model
Rights and permissions
Copyright information
© 2024 The Author(s), under exclusive license to Springer Nature Switzerland AG
About this paper
Cite this paper
Van Ommen, C.A., Dreslin, B.D., Keebler, J.R., Chaparro, B.S. (2024). When Users Dislike Tech: Assessing Inclusivity and Common Themes with the PTPI Scale. In: Antona, M., Stephanidis, C. (eds) Universal Access in Human-Computer Interaction. HCII 2024. Lecture Notes in Computer Science, vol 14696. Springer, Cham. https://doi.org/10.1007/978-3-031-60875-9_11
Download citation
DOI: https://doi.org/10.1007/978-3-031-60875-9_11
Published:
Publisher Name: Springer, Cham
Print ISBN: 978-3-031-60874-2
Online ISBN: 978-3-031-60875-9
eBook Packages: Computer ScienceComputer Science (R0)