What customers want from smart devices: investigating explicitly judged and implicitly derived success factors

Abstract

Smart devices are gaining popularity, and success of such products requires understanding customer requirements. To investigate success factors of smart devices, we conducted two survey studies regarding cell phones, tablet computers, and laptop computers. First, we determined explicit judgements of success factors through pairwise comparison of various factors. Second, we derived success factors implicitly by having users evaluate their own smart devices. Finally, we compared these two results and finalised the success factors for smart devices, which include the following. People want to repurchase innovative smart devices with good design. Products with competitive advantage and good usability that meet customer needs are recommended by individuals who have used them. Also, products with good market conditions will typically succeed.