Year: 2025
Type: article
Abstract: The digital age has seen the rise of internet products. User experience is now key to success. This has led to a user-centric strategy becoming vital for staying competitive. It’s used to deliver a seamless and satisfying user experience across all platforms. This paper explores the influencing factors of user experience of Internet products and their role mechanism on users’ Net Promoter Score (NPS). But the existing research is insufficiently explored in terms of multi-factor linkage role mechanism. The study use the fuzzy-set Qualitative Comparison Approach (fsQCA), constructed the PLEASE model based on the three-factor theory of user experience. And then analyse the impact of six main factors on NPS. The study shows that: firstly, none of the 6 single factors constitute the necessary conditions for high NPS, but they generally contribute to achieving high NPS. The configuration analysis reveals multiple paths to improve NPS, including enjoyment-driven, ease-of-use-driven, synthesis-driven, and production-driven paths. Secondly, Internet products that excel in any of the dimensions of ease-of-use, productivity, or enjoyment can significantly improve NPS, as these dimensions are complementary in the user experience. The study not only enriches the theoretical framework of user experience, but also provides practical guidance for Internet product optimisation. This confirms the key role of NPS in measuring user experience and predicting business success.
DOI: 10.54097/e0txtj61
Author: Yanjiong Zhu
Language: English
Subfield: Human-Computer Interaction
Field: Computer Science
Domain: Physical Sciences
Open Access status: diamond
OpenAlex ID: W4409621712