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This study analyzed the relationship between mobile financial services (MFS) usage and customer satisfaction with MFS in Bangladesh, considering perception, purpose of use and technical challenges as the primary factors influencing customer satisfaction with MFS. The aim is to determine the factors most influencing the use of MFS.

Data were collected from 400 MFS users through a structured web survey using snowball sampling that is consistent with the nature of MFS users who are difficult to identify or locate. Structural equation modeling (SEM) was used to analyze the data and evaluate the reliability and validity of the measurement model.

The results show that customers’ perceptions and satisfaction significantly impact their intention to use MFS. Specifically, customers’ perceptions strongly influence their satisfaction with MFS, and the purpose of use significantly predicts both perception and satisfaction. Technical problems and challenges were found to have no significant impact on satisfaction levels, but other factors were more critical. Furthermore, the integration of innovative technological solutions is crucial for fostering sustainability in MFS, as it enhances reliability and efficiency while minimizing environmental footprints.

The study was conducted in a single country, relied on self-reported data, and used a cross-sectional design, which limits the ability to draw causal inferences. Future research could explore the factors that influence customer satisfaction with MFS in different countries and regions and incorporate additional variables to provide a more comprehensive understanding of the drivers of customer satisfaction with MFS.

This study significantly contributes by extending the technology acceptance model (TAM) framework with the innovation resistance theory, offering a nuanced understanding of MFS adoption. The findings challenge conventional wisdom, highlighting the limited impact of technical problems on satisfaction and emphasizing the central role of user perceptions in shaping satisfaction and intention to use.

The purpose of this paper is twofold: first, to investigate the epistemological underpinning of SERVQUAL and its limitations; and second, to propose ways to enhance the utility of SERVQUAL as a library assessment tool.

The study first conceptualises quality judgment as a knowing process and locates the epistemological stance of SERVQUAL within the general framework of epistemology demarcation; it then examines related SERVQUAL assumptions and their implications for library assessment in general and for service quality assessment in particular based on two empirical investigations: a questionnaire survey and an interview survey. The questionnaire survey applies the SERVQUAL instrument to three Chinese university libraries, with a view to examining the SERVQUAL score in light of epistemological considerations; the interview survey interviews 50 faculty users in one of the three universities with a view to illuminating the naturalistic process through which users develop their judgement of the library's service quality and through which the SERVQUAL score is formed.

The study shows that the actual SERVQUAL score is distributed in a very scattered manner in all three libraries, and that it is formed through a very complex process rooted primarily in the user's personal experiences with the library, which are in turn shaped by factors from both the library world and the user's life‐world. Based on these findings, this research questions a number of SERVQUAL assumptions and proposes three concepts which may help to contextualise the SERVQUAL score and enhance its utility in actual library assessment: library planning based variance of user perception, perception‐dependent user expectation and library‐sophistication based user differentiation.

The research presented in the paper questions a number of SERVQUAL assumptions and proposes three concepts that may help to contextualise the SERVQUAL score and enhance its utility in actual library assessment.

Discusses research that examines the relationship between user perceptions and expectations of the public library service. Emphasis is not on what expectations and perceptions of the library service are, but rather how they are formed, what influences them, and how they interact. Making use of data from the 1995 ASLIB study, and drawing on research from a variety of disciplines, it was found that the library experience had a significant impact on the perceptions and expectations that are created of the service. The “snapshot” that a user forms during the service experience was found to be crucial to the perception created and the subsequent expectation held. Similarly it was noted that internal and external factors ranging from family influence to the media also have an impact on the way an individual experiences the library. Developments in information technology have resulted in some confused perceptions of the public library service. Some areas of conflict were noted between perceptions of a traditional role, and a potential role making use of IT. Concludes that a knowledge of user expectations and perceptions is vital to the effective management of public library services.

The “what is beautiful is good” (WIBIG) effect implies that observers tend to perceive physically attractive people in a positive light. The authors investigate how the WIBIG effect applies to user personas, measuring designers' perceptions and task performance when employing user personas for the design of information technology (IT) solutions.

In a user experiment, the authors tested six different personas with 235 participants that were asked to develop remote work solutions based on their interaction with a fictitious user persona.

The findings showed that a user persona's perceived attractiveness was positively correlated with other perceptions of the persona. The personas' completeness, credibility, empathy, likability and usefulness increased with attractiveness. More attractive personas were also perceived as more agreeable, emotionally stable, extraverted and open, and the participants spent more time engaging with personas they perceived attractive. A linguistic analysis indicated that the IT solutions created for more attractive user personas demonstrated a higher degree of affect, but for the most part, task outputs did not vary by the personas' perceived attractiveness.

The WIBIG effect applies when designing IT solutions with user personas, but its effect on task outputs appears limited. The perceived attractiveness of a user persona can impact how designers interact with and engage with the persona, which can influence the quality or the type of the IT solutions created based on the persona. Also, the findings point to the need to incorporate hedonic qualities into the persona creation process. For example, there may be contexts where it is helpful that the personas be attractive; there may be contexts where the attractiveness of the personas is unimportant or even a distraction.

The findings point to the need to incorporate hedonic qualities into the persona creation process. For example, there may be contexts where it is helpful that the personas be attractive; there may be contexts where the attractiveness of the personas is unimportant or even a distraction.

Because personas are created to closely resemble real people, the authors might expect the WIBIG effect to apply. The WIBIG effect might lead decision makers to favor more attractive personas when designing IT solutions. However, despite its potential relevance for decision making with personas, as far as the authors know, no prior study has investigated whether the WIBIG effect extends to the context of personas. Overall, it is important to understand how human factors apply to IT system design with personas, so that the personas can be created to minimize potentially detrimental effects as much as possible.

The purpose of this study is to employ a user-centered approach to identify subgroups of people with similar profiles based on their perceptions of multiple dimensions of digital products' coolness and to test the differences across subgroups in the intention to use these products.

In Study 1, 1,161 adults rated a virtual digital product on four dimensions of coolness. In Study 2, 660 college students made similar ratings and also reported their intention to use a real digital product. Participants' ratings were analyzed using a user-centered approach, namely latent profile analysis.

Study 1 identified groups of participants who had similar profiles of product ratings on the four dimensions of coolness: niche cool, mass cool, uncertain cool and uncool. Study 2 replicated the findings of Study 1 and in addition showed that these groups varied in their intention to use the product and in whether a specific dimension increased or decreased this intention.

The cross-sectional data preclude inferences about causality, calling for experimental or longitudinal research. Additionally, future research should explore whether the results generalize to other product categories and other age groups.

Managers should design digital products, segment the market and develop flexible strategies based on combined responses to dimensions of coolness perception.

The present research employed a user-centered approach to identify groups of people who share similar patterns of coolness perception. This study provides new insight that was not available in variable-centered research.

The purpose of this paper is to differentiate human responses to different light switch designs to determine the effects of these common interfaces on user perceptions and use of electric lighting in public buildings.

Empirical studies were conducted to assess and examine user perceptions with regard to design characteristics of light switches, and occupants’ use of electric lighting was examined through field observations made in a public toilet.

The results point to the possibility of identifying characteristics of light switches that attract user attention and thereby encourage energy-saving behaviour in public buildings. A light switch perceived as simple but oversized affected occupants to turn off the lights more frequently when leaving the space under study as compared to switches of normal size.

Information on user perceptions of light switches may be limited by the assessments being carried out only in controlled environments. Assessing user perceptions in field observations is thus desirable, as it will provide more information on the perceptions in actual settings.

Effective design of user interfaces could provide a means of lowering energy use from electric lighting by affecting the behaviour of users. Using user perceptions to define critical design characteristics could contribute to design improvements in the interfaces with respect to users’ viewpoints.

This paper contributes to the subject with a basic, field-based approach to formulating an understanding of how design via user perceptions may encourage energy-saving behaviour.

The paper aims to present a part of a wider study, performed at the Department of LIS&BS at the University of Ljubljana (UL). The study investigated the perceptions of user friendliness of information retrieval (IR) systems.

An expert study and a user study were performed. The user study was based on the results of the previous expert study, which surveyed the interfaces of four e‐journal IR systems (Science Direct, Proquest Direct, Ebsco Host and Emerald) and has been published separately. In the user study three of these interfaces were used: Science Direct, Proquest Direct, and Ebsco Host. A pilot study with ten subjects and a main study with 61 subjects, all postgraduate students of the UL, was performed. Questionnaires and observation were used for data collection. The users' perceptions of user interfaces were investigated and compared to the findings of the expert study.

It was found that users do not show high appreciation of auxiliary functions (such as search history, indexes, etc.) and do not use them to a great extent. They also do not prefer to have available different full‐text formats. Perceptions of user friendliness of elements and functions were different in each interface. For each interface it was also established that different functions and elements were influential in the overall perceptions of the interface friendliness. In comparison of the findings of the expert and user study it was found that the expert study was in some cases too detailed and investigated aspects not perceived by the users. For this reason, certain findings of both studies were not appropriate for comparison.

The methodology of data collection was rather demanding and lengthy, and influenced the type and size of sample. Because of that it may not be possible to generalise the result to all users of e‐journals. Also, large quantities of data were collected which could be studied further.

The results of the study are relevant for the design of the user interfaces of IR systems. They also have implications for other areas, e.g. user education and training.

The study investigates the users' own perceptions of user friendliness of the e‐journal interfaces and also compares them to the findings of the expert study. This gives a valuable insight and provides many different viewpoints in regard to user friendliness, which in itself is a demanding concept.

The purpose of this paper is to explore how key users’ perceptions (capability, value, timing, and acceptance) toward an Enterprise Resource Planning (ERP) system change from the pre-implementation to the post-implementation phase. The paper also examines how this change differs with varying levels of user involvement in the implementation process and users’ positions in the company.

The authors survey the employees of a major aircraft manufacturing company in the Midwest and analyze the data using repeated measures ANOVA. The authors use time as a within-subject independent variable, and involvement/position at the company as between-subject independent variables.

The results reveal a significant drop in users’ perceptions regarding the capability, value, and implementation timing of the ERP system. However, the perception of acceptance did not change significantly. Furthermore, there were more significant interactions of users’ perceptions with employee position than employee involvement in the implementation process.

The study offers a better theoretical understanding of how users’ perceptions regarding an ERP system evolve over time. The use of one company is a limitation of the study, so future research can focus on extending the study in different sectors.

Management can design interventions to minimize users’ negative perceptions about the ERP system and increase usage in the post-implementation phase. For example, management can design training customized toward users’ positions in the company.

Post-implementation research in the ERP field is rare. Conducting a survey of users’ perceptions allows the authors to take an in-depth look at attitudes toward an ERP system.

The purpose of this paper is to explore the importance of user perceptions within an organisational context, and more specifically, how user perceptions are evidenced and positively applied within facilities management (FM).

A conceptual approach is adopted suggesting that user perceptions should be viewed as a holistic process within FM. Via comprehensive literature reviews the paper determines the importance of user perceptions, first, in the context of the user achieving productivity in the workplace as their input and functionalities within the physical environment can inevitably enhance their later experience, and second, in the context of the user later achieving customer satisfaction via strategic FM delivery.

Argues that user perceptions in FM can be analysed through a two‐fold approach: user perception through their input and functionalities in the workplace, and their consequent application of workplace productivity; and user perception through strategic FM delivery and the achievement of customer satisfaction. Identifies an intrinsic linkage between the two and how they are integral to the overall strategic FM process.

Strategic FM delivery is now essential for business survival, where the impetus on ensuring high customer satisfaction coupled with high workplace productivity is illustrated via the “logical customer performance ladder” (LCPL). This paper provides an intriguing insight into how both of these crucial factors can be strategically implemented into FM.

This paper aims to propose some suggestions for libraries and other digital reading service institutions to improve the utilization rate of e-books, based on the theoretical and empirical analysis of the perception behaviour characteristics of e-book selection under the allocation of limited cognitive resources.

From the perspective of key perception points, this paper studies the key perception points of selecting e-books through the experimental method and explores the influence of subject factors (users’ characteristics, users’ needs) on users’ e-book perception behaviour.

College students have selective attention in the process of selecting e-books. They will choose some important contents of e-books, such as title, book introduction, author, catalogue, reader comments, others’ recommendations, read leaderboard, to perceive and there is an obvious difference in perception intensity. Different personal traits and reading needs have a great influence on users’ perception points. Libraries and other digital reading service institutions should provide promotion information based on key perception points of e-books, develop personalized e-book service and promotion and optimize the expression of key perception points of e-books.

This paper presents a valuable study attempting to introduce cognitive resource theory into the field of digital reading service, which proves that users also have limited cognitive resource allocation in the process of selecting digital books.