Paper Info
Title
Investigating the psychometric properties of the Speech User Interface Service Quality questionnaire
Abstract
The Speech User Interface Service Quality (SUISQ) questionnaire is a standardized instrument for the assessment of the usability of interactive voice response (IVR) applications, developed by Polkosky (Toward a social-cognitive psychology of speech technology: affective responses to speech-based e-service, 2005; Mediated interpersonal communication, 2008). During its development, participants rated the quality of recorded interactions rather than interactions in which they participated, leaving open the question of the extent to which the findings would generalize to personal as opposed to observed interactions. The results of a large-scale unmoderated usability study of a natural-language speech recognition IVR demonstrated the utility of the SUISQ for the purpose of assessing personal experiences with service-providing speech user interfaces. The psychometric properties of construct validity and reliability were very similar to those reported by Polkosky. Additional item analyses led to the definition of two subsets of the full set of 25 SUISQ items—a reduced version (SUISQ-R, 14 items) and a maximally-reduced version (SUISQ-MR, 9 items). The SUISQ-R had similar psychometric properties to the full SUISQ, but analysis the SUISQ-MR revealed some weaknesses in its reliability and construct validity. This replication of the original SUISQ findings in a markedly different context of measurement and the availability of a shorter, psychometrically qualified, version of the questionnaire (SUISQ-R) should enhance its utility for usability practitioners who work on the development and assessment of speech-recognition IVRs.
Year
DOI
Venue
2015
10.1007/s10772-015-9289-1
I. J. Speech Technology
Keywords
Field
DocType
IVR, Interactive voice response, Subjective assessment of IVR quality, Psychometric evaluation, SUI service quality questionnaire, Usability questionnaire
Interpersonal communication,Personal experience,Service quality,Computer science,Interactive voice response,Usability,Speech recognition,Construct validity,User interface,Multimedia,Applied psychology,Speech technology
Journal
Volume
Issue
ISSN
18
3
1572-8110
Citations 
PageRank 
References 
2
0.39
8
Authors
2
Name
Order
Citations
PageRank
James R. Lewis11109119.18
Mary L. Hardzinski2152.92