The peak–end rule in evaluating product user experience: The chronological evaluation of past impressive episodes on overall satisfaction

Toshihisa Doi, Sayoko Doi, Toshiki Yamaoka

Research output: Contribution to journalArticlepeer-review

Abstract

This study investigates the peak–end rule's applicability in evaluating the product user experience in the context of overall satisfaction with smartphone applications, a chronological evaluation of past impressive episodes with the use of applications, and the satisfaction level of each episode. The effects of the positive and negative peaks (maximum and minimum satisfaction score) and the end (satisfaction score at the most recent episode) were analyzed against the overall satisfaction in a series of episodes. Two representative groups (satisfied and dissatisfied) were surveyed regarding their satisfaction with a selected application. A correlation analysis between the variables revealed that the peaks and the end correlated with overall satisfaction. Further analysis with hierarchical multiple regression models revealed that the positive and negative peaks do not necessarily explain overall satisfaction dominantly in the regression model of this study. However, the possibility that they are related to the overall satisfaction was confirmed. In contrast, this study demonstrated the significant influence of the most recent event on the overall satisfaction level.

Original languageEnglish
Pages (from-to)256-267
Number of pages12
JournalHuman Factors and Ergonomics In Manufacturing
Volume32
Issue number3
DOIs
Publication statusPublished - May 2022

Keywords

  • long-term UX
  • peak–end rule
  • retrospective evaluation
  • user experience
  • user satisfaction

ASJC Scopus subject areas

  • Human Factors and Ergonomics
  • Industrial and Manufacturing Engineering

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