Satisfaction evaluation and time perception for waiting time in ICT usage under dual task situation

Abstract

Waiting is a potential source of frustration in human-computer interaction over network. The purpose of our research is to clarify a cognitive process of waiting for solving the problem, and we investigated satisfaction evaluation and time perception for waiting in human-ICT interaction under dual task situation. Participants were assigned to one of two primary tasks, evaluation of satisfaction or time length while “waiting until the e-mail has been sent.” Simultaneously, they executed one of two secondary tasks, calculating a consecutive numbers or solving a crossword puzzle. Result showed that the crossword task has stronger influences than calculation task in general, and surprisingly showed decrease of satisfaction with short waiting time, while showing shortening of psychological time with longer waiting time. That is, events associated with waiting process affect satisfaction evaluation and time perception in different ways. The frustration while waiting cannot be explained purely by length of psychological waiting time.


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