ISCA Archive ICSLP 1994
ISCA Archive ICSLP 1994

Identifying salient usability attributes for automated telephone services

Stephen Love, R. T. Dutton, J. C. Foster, Mervyn A. Jack, F. W. M. Stentiford

This paper presents experimental results relating to the perceived usability of automated telephone services which incorporate a spoken language dialogue interface. Using a new Wizard of Oz experimental technique, users' attitudes towards automated telephone services are measured by a Likert attitude questionnaire. Factor Analysis performed on subjects' responses to the questionnaire produced a set of five underlying group factors which accounted for 74% of the variance in the questionnaire scores. On the basis of the factor analysis, a multiple regression model was constructed using the highest loading attributes on each of the five factors. The predictive power of this model was assessed.


Cite as: Love, S., Dutton, R.T., Foster, J.C., Jack, M.A., Stentiford, F.W.M. (1994) Identifying salient usability attributes for automated telephone services. Proc. 3rd International Conference on Spoken Language Processing (ICSLP 1994), 1307-1310

@inproceedings{love94_icslp,
  author={Stephen Love and R. T. Dutton and J. C. Foster and Mervyn A. Jack and F. W. M. Stentiford},
  title={{Identifying salient usability attributes for automated telephone services}},
  year=1994,
  booktitle={Proc. 3rd International Conference on Spoken Language Processing (ICSLP 1994)},
  pages={1307--1310}
}