Digital Product Perception and User Satisfaction Relationship: Can They Create Feedback Intention?
DOI:
https://doi.org/10.12695/ajtm.2021.14.2.1Keywords:
Agile product development, digital start-ups, feedback intention, product perception, user satisfaction.Abstract
Agile product development principles emphasize user collaboration and continuous improvement. It sometimes bothers users if they have less time, commitment and knowledge to become involved in the lengthy process of product development. Giving online feedback could be another way of contributing to product improvement. However, not all users are willing to leave reviews on online platforms. This study attempts to uncover the factors behind user feedback intention and the relationship between user roles in an agile approach. The questionnaire was completed by 113 respondents from all over Indonesia who have knowledge and experience in using digital products. The data was processed further by applying the PLS-SEM technique using the SmartPLS 3 application. The proposed model supported the positive influence of product perception on user satisfaction, and user satisfaction’s positive impact on feedback intention. Product perception is the first-order construct of attitude and perceived usefulness; meanwhile, perceived quality is influenced by product perception. This study's theoretical contribution sheds light on the relationship between user satisfaction, perception and feedback intention. Moreover, it provides practitioners practical implications towards understanding how to gather user feedback to support the initial idea in product improvement using an agile approach.
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References
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Breckler, S. J. (1984). Empirical validation of affect, behavior, and cognition as distinct components of attitude. Journal of Personality and Social Psychology, 47(6), 1191–1205. doi: 10.1037//0022-3514.47.6.1191
Chan, F. K. Y., & Thong, J. Y. L. (2009). Acceptance of agile methodologies: A critical review and conceptual framework. Decision Support Systems, 46(4), 803–814. doi: 10.1016/j.dss.2008.11.009
Chang, W., & Taylor, S. A. (2016). The Effectiveness of Customer Participation in New Product Development: A Meta-Analysis. Journal of Marketing, 80(1), 47–64. doi: 10.1509/jm.14.0057
Chen, C.-F., & Tsai, M.-H. (2008). Perceived value, satisfaction, and loyalty of TV travel product shopping: Involvement as a moderator. Tourism Management, 29(6), 1166–1171. doi: 10.1016/j.tourman.2008.02.019
Chen, C.-F., & Wang, J.-P. (2016). Customer participation, value co-creation and customer loyalty – A case of airline online check-in system. Computers in Human Behavior, 62, 346–352. doi: 10.1016/j.chb.2016.04.010
Chen, L., Jiang, T., Li, W., Geng, S., & Hussain, S. (2017). Who should pay for online reviews? Design of an online user feedback mechanism. Electronic Commerce Research and Applications, 23, 38–44. doi: 10.1016/j.elerap.2017.04.005
Churchill, G. A., & Surprenant, C. (1982). An Investigation into the Determinants of Customer Satisfaction. Journal of Marketing Research, 19(4), 491–504. doi: 10.1177/002224378201900410
Cooper, R. G. (2019). The drivers of success in new-product development. Industrial Marketing Management, 76, 36–47. doi: 10.1016/j.indmarman.2018.07.005
Corral de Zubielqui, G., & Jones, J. (2020). How and when social media affects innovation in start-ups. A moderated mediation model. Industrial Marketing Management, 85, 209–220. doi: 10.1016/j.indmarman.2019.11.006
Davis, F. D. (1985). A technology acceptance model for empirically testing new end-user information systems: Theory and results [Thesis, Massachusetts Institute of Technology]. https://dspace.mit.edu/handle/1721.1/15192
Ehrenhard, M., Wijnhoven, F., van den Broek, T., & Zinck Stagno, M. (2017). Unlocking how start-ups create business value with mobile applications: Development of an App-enabled Business Innovation Cycle. Technological Forecasting and Social Change, 115, 26–36. doi: 10.1016/j.techfore.2016.09.011
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Finn, A., Wang, L., & Frank, T. (2009). Attribute Perceptions, Customer Satisfaction and Intention to Recommend E-Services. Journal of Interactive Marketing, 23(3), 209–220. doi: 10.1016/j.intmar.2009.04.006
Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (Eds.). (2014). Multivariate data analysis (7. ed., Pearson new internat. ed). Pearson.
Highsmith, J. (2001). History: The Agile Manifesto. History: The Agile Manifesto. https://agilemanifesto.org/history.html
Homfeldt, F., Rese, A., & Simon, F. (2019). Suppliers versus start-ups: Where do better innovation ideas come from? Research Policy, 48(7), 1738–1757. doi: 10.1016/j.respol.2019.04.002
Jahangir, N., & Begum, N. (2008). The role of perceived usefulness, perceived ease of use, security and privacy, and customer attitude to engender customer adaptation in the context of electronic banking. African Journal of Business Management, 2(1), 32–40.
Jasberg, K., & Sizov, S. (2020). Human uncertainty in explicit user feedback and its impact on the comparative evaluations of accurate prediction and personalisation. Behaviour & Information Technology, 39(5), 544–577. doi: 10.1080/0144929X.2019.1604804
Jiang, Y., Balaji, M. S., & Jha, S. (2019). Together we tango: Value facilitation and customer participation in Airbnb. International Journal of Hospitality Management, 82, 169–180. doi: 10.1016/j.ijhm.2019.05.004
Klotz, A. C., Hmieleski, K. M., Bradley, B. H., & Busenitz, L. W. (2014). New Venture Teams: A Review of the Literature and Roadmap for Future Research. Journal of Management, 40(1), 226–255. doi: 10.1177/0149206313493325
Lahindah, L., Merisa, M., & Siahaan, R. A. (2018). The Influence of Product Innovation and Service Quality to Buying Decision and the Impact to Repeat Buying at Progo Road Bandung. The Asian Journal of Technology Management (AJTM), 11(2), 118–124. doi: 10.12695/ajtm.2018.11.2.4
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Liu, A., Lu, S., & Wei, W. (2014). A New Framework of Ideation-oriented Customer Involvement. Procedia CIRP, 21, 521–526. doi: 10.1016/j.procir.2014.03.177
Lu, J., Yu, C.-S., & Liu, C. (2009). Mobile Data Service Demographics in Urban China. Journal of Computer Information Systems, 50(2), 117–126. doi: 10.1080/08874417.2009.11645390
Newing, H. (2010). Conducting Research in Conservation: Social Science Methods and Practice (1st ed.). Routledge. doi: 10.4324/9780203846452
Nurdiani, I., Börstler, J., Fricker, S., Petersen, K., & Chatzipetrou, P. (2019). Understanding the order of agile practice introduction: Comparing agile maturity models and practitioners’ experience. The Journal of Systems and Software, 156, 1–20. doi: 10.1016/j.jss.2019.05.035
Oakey, R. (2015). High-Technology new firms. Paul Chapman.
Ochodek, M., & Kopczyńska, S. (2018). Perceived importance of agile requirements engineering practices – A survey. The Journal of Systems and Software, 143, 29–43.
Ogink, T., & Dong, J. Q. (2019). Stimulating Innovation by user feedback on social media: The case of an online user innovation community. Technological Forecasting and Social Change, 144, 295–302. doi: 10.1016/j.techfore.2017.07.029
Otaduy, I., & Diaz, O. (2017). User acceptance testing for Agile-developed web-based applications: Empowering customers through wikis and mind maps. Journal of Systems and Software, 133, 212–229. doi: 10.1016/j.jss.2017.01.002
Patanakul, P., & Rufo-McCarron, R. (2018). Transitioning to agile software development: Lessons learned from T a government-contracted program. Journal of High Technology Management Research, 181–192. doi: 10.1016/j.hitech.2018.10.002
Qi, J., Zhang, Z., Jeon, S., & Zhou, Y. (2016). Mining customer requirements from online reviews: A product improvement perspective. Information & Management, 53(8), 951–963. doi: 10.1016/j.im.2016.06.002
Ramaswamy, S., & DeClerck, N. (2018). Customer Perception Analysis Using Deep Learning and NLP. Procedia Computer Science, 140, 170–178. doi: 10.1016/j.procs.2018.10.326
Ramos de Luna, I., Montoro-Ríos, F., Martínez-Fiestas, M., & Casado Aranda, L. A. (2018). Analysis of a Mobile Payment Scenario: Key Issues and Perspectives (pp. 22–47). IGI Global. doi: 10.4018/978-1-7998-0050-7.ch002
Ries, E. (2011). The Lean Startup: How Today’s Entrepreneurs Use Continuous Innovation to Create Radically Successful Businesses. Random House LLC.
Roberts, E. B. (1991). Entrepreneurs in High Technology: Lessons from MIT and beyond. Oxford University Press.
Schierz, P. G., Schilke, O., & Wirtz, B. W. (2010). Understanding consumer acceptance of mobile payment services: An empirical analysis. Electronic Commerce Research and Applications, 9(3), 209–216. doi: 10.1016/j.elerap.2009.07.005
Sørum, H., Andersen, K. N., & Vatrapu, R. (2012). Public websites and human–computer interaction: An empirical study of measurement of website quality and user satisfaction. Behaviour & Information Technology, 31(7), 697–706. doi: 10.1080/0144929X.2011.577191
Sreejesh, S., Sarkar, J. G., Sarkar, A., Eshghi, A., & M.R., A. (2018). The impact of other customer perception on consumer-brand relationships. Journal of Service Theory and Practice, 28(2), 130–146. doi: 10.1108/JSTP-11-2016-0207
Sutton, S. M. (2000). The Role of Process in a Software Start-up. IEEE Software, 17(4). doi: 10.1109/52.854066
Tam, C., Moura, E. J. da C., Oliveira, T., & Varajão, J. (2020). The factors influencing the success of on-going agile software development projects. International Journal of Project Management, 38(3), 165–176. doi: 10.1016/j.ijproman.2020.02.001
Te’Eni, D. (1991). Feedback as a source of control in decision support systems: An experiment with the feedback specificity. Behaviour & Information Technology, 10(5), 373–382. doi: 10.1080/01449299108924297
Tran, L. T. T., Pham, L. M. T., & Le, L. T. (2019). E-satisfaction and continuance intention: The moderator role of online ratings. International Journal of Hospitality Management, 77, 311–322. doi: 10.1016/j.ijhm.2018.07.011
Udo, G. J., Bagchi, K. K., & Kirs, P. J. (2010). An assessment of customers’ e-service quality perception, satisfaction and intention. International Journal of Information Management, 30(6), 481–492. doi: 10.1016/j.ijinfomgt.2010.03.005
Venkatesh, V., & Davis, F. D. (2000). A Theoretical Extension of the Technology Acceptance Model: Four Longitudinal Field Studies. Management Science, 46(2), 186–204. JSTOR.
Vonglao, P. (2017). Application of fuzzy logic to improve the Likert scale to measure latent variables. Kasetsart Journal of Social Sciences, 38(3), 337–344. doi: 10.1016/j.kjss.2017.01.002
Wang, F., Li, H., & Liu, A. (2018). A novel method for determining the key customer requirements and innovation goals in customer collaborative product innovation. Journal of Intelligent Manufacturing, 29(1), 211–225. doi: 10.1007/s10845-015-1102-0
Wang, L., Jin, J. L., & Zhou, K. Z. (2019). Institutional forces and customer participation in new product development: A Yin-Yang perspective. Industrial Marketing Management, 82, 188–198. doi: 10.1016/j.indmarman.2019.01.015
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Submitted
2020-11-13
Accepted
2021-03-09
Published
2021-08-27
How to Cite
Kencanasari, R. A. M., Dhewanto, W., & Rustiadi, S. (2021). Digital Product Perception and User Satisfaction Relationship: Can They Create Feedback Intention?. The Asian Journal of Technology Management (AJTM), 14(2), 109–127. https://doi.org/10.12695/ajtm.2021.14.2.1
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