Evaluación de las Emociones y la Satisfacción del Usuario en el Contexto de la Interacción Humano Computadora
Un Mapeo Sistemático
DOI:
https://doi.org/10.32870/recibe.v14i1.401Keywords:
Emotions, User Satisfaction, Evaluation, Usability, User Experience, Systematic MappingAbstract
In this article a systematic mapping is performed applying Petersen's methodology, with the objective of providing an overview of the relationship between emotion and user satisfaction and how this relationship is evaluated. For this purpose, the period of the decade from January 2014 to January 2024 is considered where the primary studies focus on these two variables, specifically in the field of Human Computer Interaction. The search is carried out in five scientific databases, the analysis is performed based on the frequency of publications by area of application, research contributions, in addition to the type of evaluation and the instruments used, which allows answering the four research questions posed. The results show that emotions and user satisfaction are topics of current interest to researchers, especially in Artificial Intelligence. The contributions that have been made are mainly tools, while most of the works evaluated emotions and satisfaction independently, the most used instrument for this purpose being the questionnaire.References
Agudelo, D. M. D., Timaná, D. F. G., Golondrino, G. C., & Villalba, K. M. (2018). Propuesta de una herramienta para la estimación de la satisfacción en pruebas de usuario, a partir del análisis de expresión facial. Revista Colombiana de Computación, 19(2), 6–15.
Bhattacherjee, A. (2001). Understanding information systems continuance: An expectation-confirmation model. MIS quarterly, 351–370.
Borchert, K., Seufert, A., Gamboa, E., Hirth, M., & Hoßfeld, T. (2020). In vitro vs in vivo: Does the study’s interface design influence crowdsourced video QoE? Quality and User Experience, 6, 1–16.
Castro, L. A., & Rodríguez, M. D. (2018). Interacción Humano-Computadora y Aplicaciones en México. Academia Mexicana de Computación.
Chanchi, G. E. G., Campo, W. Y. M., & Sierra, L. M. M. (2019). Estudio del atributo satisfacción en pruebas de usabilidad, mediante técnicas de análisis de sentimientos. Revista Ibérica de Sistemas e Tecnologias de Informação, E23, 340–352.
Cota, M. P., Thomaschewski, J., Schrepp, M., & Gonçalves, R. (2014). Efficient Measurement of the User Experience. A Portuguese Version. Procedia Computer Science, 27, 491–498. https://doi.org/10.1016/j.procs.2014.02.053
Dix, A. (2003). Human-computer interaction. Pearson Education.
Gómez-Carmona, O., Casado-Mansilla, D., López-de-Ipiña, D., & García-Zubia, J. (2024). Human-in-the-loop machine learning: Reconceptualizing the role of the user in interactive approaches. Internet of Things, 25, 101048.
Gulati, N., & Garg, A. (2018). A Secured Cognitive Agent based Multi-strategic Intelligent Search System. Journal of King Saud University - Computer and Information Sciences, 30(2), 206–222. https://doi.org/10.1016/j.jksuci.2016.06.005
Hassan, H. M., & Galal-Edeen, G. H. (2017). From usability to user experience. 2017 International Conference on Intelligent Informatics and Biomedical Sciences (ICIIBMS), 216–222.
ISO 9241-11:2018(en), Ergonomics of human-system interaction—Part 11: Usability: Definitions and concepts. (s/f). Recuperado el 29 de mayo de 2024, de https://www.iso.org/obp/ui/#iso:std:iso:9241:-11:ed-2:v1:en
O’Brien, H. L., Cairns, P., & Hall, M. (2018). A practical approach to measuring user engagement with the refined user engagement scale (UES) and new UES short form. International Journal of Human-Computer Studies, 112, 28–39.
Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of marketing research, 17(4), 460–469.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of marketing, 49(4), 41–50.
Perform Systematic Literature Reviews. (s/f). Parsifal. Recuperado el 29 de mayo de 2024, de https://parsif.al/
Petersen, K., Feldt, R., Mujtaba, S., & Mattsson, M. (2008). Systematic mapping studies in software engineering. 12th international conference on evaluation and assessment in software engineering (EASE).
Shin, J.-G., Choi, G.-Y., Hwang, H.-J., & Kim, S.-H. (2021). Evaluation of Emotional Satisfaction Using Questionnaires in Voice-Based Human–AI Interaction. Applied Sciences, 11(4), 1920.
Zwakman, D. S., Pal, D., & Arpnikanondt, C. (2021). Usability Evaluation of Artificial Intelligence-Based Voice Assistants: The Case of Amazon Alexa. SN Computer Science, 2(1), 28. https://doi.org/10.1007/s42979-020-00424-4
