정량적 성능 지표를 기반으로 한 탈부착형 휠체어 자동화기기의 지각된 서비스 품질 해석에 관한 연구: SERVQUAL 사용성 평가의 선행적 보조적 적용
A Study on Mapping Quantitative Performance to Perceived Service Quality of the Attachable/Detachable Wheelchair Automation Device: Preliminary and Augmented Application for SERVQUAL based Usability Assessment
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Purpose: This study proposes a preliminary framework for interpreting the perceived service quality of the attachable/detachable wheelchair automation devices by conceptually linking quantitative performance indicators such as attachment/detachment time, attachment/detachment consistency, driving stability, and safety response with redefined SERVQUAL usability assessment dimensions. This study focuses on the following research question: “Can the perceived service quality, which reflects the convenience of use for users and caregivers in technologically advanced automated (motorized) medical devices, be structured into a quantitative performance indicator?” The detailed research questions to specify this are as follows: 1) Can the attachment/detachment time reduction confirmed through repeated performance experiments be interpreted as an indirect indicator of usability and responsiveness? and 2) How can performance indicators such as attachment/detachment time, compatibility, and consistency of repeated performance be conceptually corresponded to the SERVQUAL dimensions? Methods: This study unfolds in a four-step design: 1) 10 technical experimentations for each of 10 (5 male and 5 female) participants resulting in 100 instances, 2) a heuristic mapping of technical indicators to redefined SERVQUAL dimensions, 3) ANOVA analyses, and 4) a multiple regression analysis. It explored whether such a quantitative performance indicator/technical metric as attachment/detachment time could conceptually align with the user-perceived service quality in the wheelchair automation device evaluation. Results: Quantitative performance indicators were successfully aligned with qualitative SERVQUAL dimensions, suggesting that such technical metrics as attachment/detachment time and consistency, ease of handling, and safety response can serve as proxy indicators of the perceived service quality. Conclusion: This framework offers foundational insights for structuring user-centered evaluation parameters in future assistive technology research.
Abstract
Purpose: This study proposes a preliminary framework for interpreting the perceived service quality of the attachable/detachable wheelchair automation devices by conceptually linking quantitative performance indicators such as attachment/detachment time, attachment/detachment consistency, driving stability, and safety response with redefined SERVQUAL usability assessment dimensions. This study focuses on the following research question: “Can the perceived service quality, which reflects the convenience of use for users and caregivers in technologically advanced automated (motorized) medical devices, be structured into a quantitative performance indicator?” The detailed research questions to specify this are as follows: 1) Can the attachment/detachment time reduction confirmed through repeated performance experiments be interpreted as an indirect indicator of usability and responsiveness? and 2) How can performance indicators such as attachment/detachment time, compatibility, and consistency of repeated performance be conceptually corresponded to the SERVQUAL dimensions? Methods: This study unfolds in a four-step design: 1) 10 technical experimentations for each of 10 (5 male and 5 female) participants resulting in 100 instances, 2) a heuristic mapping of technical indicators to redefined SERVQUAL dimensions, 3) ANOVA analyses, and 4) a multiple regression analysis. It explored whether such a quantitative performance indicator/technical metric as attachment/detachment time could conceptually align with the user-perceived service quality in the wheelchair automation device evaluation. Results: Quantitative performance indicators were successfully aligned with qualitative SERVQUAL dimensions, suggesting that such technical metrics as attachment/detachment time and consistency, ease of handling, and safety response can serve as proxy indicators of the perceived service quality. Conclusion: This framework offers foundational insights for structuring user-centered evaluation parameters in future assistive technology research.