Design factors for service interfaces

Abstract

Service has been steadily studied in the aspects of productivity and efficiency, but there are few studies, which focus on the interaction between service delivery systems and customers. Feedback from the service customers is an important factor for service systems processes. In this study, we focused on the design factors, which determined the interaction between service delivery systems and customers, and tried to determine what kinds of factors influence on designing the interfaces of service systems. In so doing, we conducted a survey that asked participants about the interaction between service delivery systems and customers. As a result of the survey and statistical analyses, we can extract design factors for service interfaces and confirm the reliability and the validity of those factors. Design factors identified in this study will contribute to further studies related to service interfaces design. © 2016.