A Study of Relationship between User Experience and Customer Satisfaction: A Case Study of Nike+ Running App’s User

• Main Authors: Pei Sun, 孫裴
• Other Authors: Hsueh-Wu Wang
• Format: Others
• Language: zh-TW
• Published: 2015
• Online Access: http://ndltd.ncl.edu.tw/handle/n6hb58

碩士 === 國立臺北教育大學 === 數位科技設計學系(含玩具與遊戲設計碩士班) === 103 === The purpose of this study is to establish a User Experience Value Model, not only to discuss the relationship between user experience and customer satisfaction, but also for Branded Apps as their user experience design reference. The process is based on user experience and customer satisfaction, those go through two design phases. The first stage is user experience research, which identifies the Branded App users’ needs and problems through observation and semi-structured interview. Second, this study designs and builds the Questionnaire based on users’ needs, user experience and customer satisfaction. The Questionnaire contains two parts, one is to ask the basic informations about Branded App, the other is consists of user experience(four parts) and the value(one part).Through the test of Nike+ Running App users, this study finds out the relationship between user experience and customer satisfaction are significant and positive. Based on the result of Questionnaire, this study proposes a User Experience Value Model. Different from others user experience models, this User Experience Value Model is directed against the Branded App user experience, and provides a process of user experience design for Branded App by imitating the process which water goes through the faucet. The User Experience Value Model uses four steps to represent the process that user experience converts to customer satisfation. This study adopts Nike+ Running App as the target of user experience design, and provides some advices for the future researches.