Analysis of cognitive process while waiting during ICT use

[Speaker] Niida, Sumaru:1,2
[Co-author] Harada, Etsuko T:2
1:KDDI R&D Laboratories Inc. (Japan), 2:University of Tsukuba (Japan)

Waiting time is one of the critical factors determining the quality of network services. The authors analyzed the cognitive process during the waiting process to improve service quality from a psychological perspective. We conducted a field experiment with 480 participants. Participants evaluated their degree of satisfaction with the waiting process while sending an e-mail using a cellular phone. The mean of degree of satisfaction was well correlated with the waiting time length, and the relationship between them followed Weber-Fechner's law or Stevens' power law. In addition, participants became more tolerant when a time-filler was displayed on the screen. However, the individual response displayed characteristics that were different from the mean. When the time-fillers were displayed on screen, the degrees of satisfaction of several participants were not correlated with waiting time length. These participants did not so much underestimate the waiting time length as lose track of time.
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