Researchers at the HJ Institute of Technology and Management (HJITM) have published a study analyzing how the quality of intelligent voice assistants translates into users' goal attainment in International Journal of Mobile Communications (IJMC, SSCI), an international journal in the field of mobile communications.

Building on the information systems success model, the researchers analyzed responses from 248 Korean voice assistant users. They examined whether system quality, information quality, and service quality lead through utilitarian and hedonic value to 'goal-congruent use' and 'goal-congruent outcomes.'

The analysis showed that service quality (β=0.383), information quality (β=0.315), and system quality (β=0.243) all significantly affected utilitarian value. Hedonic value was affected by system quality (β=0.384) and information quality (β=0.304), but service quality was not significant.

Utilitarian value substantially raised goal-congruent use (β=0.492) and outcomes (β=0.477), and hedonic value also significantly raised use (β=0.367) and outcomes (β=0.428). In other words, a voice assistant must be not only useful but also enjoyable to use for people to use it in ways that help them achieve their goals.

The study is notable for combining the information systems success model with a value perspective and measuring voice assistant performance from the user's standpoint of goal attainment. It suggests that developers should secure practicality through accurate information and stable systems while also designing for an enjoyable user experience.

HJITM continues its research on AI service quality and usage outcomes.