The impact of distractions on the usability and intention to use mobile devices for wireless data services

Mobile technology has quickly become ingrained in society due to the flexibility of anywhere/anytime usage. However, factors associated with and that impact mobility, mobile users, and mobile use of products and services are still poorly understood. For example, even though distractions are ever present during everyday use of mobile devices, the nature and extent to which user perceptions and performance are affected by their presence is unknown. An empirical study was undertaken to investigate the impact of distractions and confirmation of pre-trial expectations on usability and its subsequent effect on consumers’ behavioral intention toward using a mobile device for wireless data services. Distractions were simulated in this study in the form of either user motion or environmental noise (i.e. background auditory and visual stimuli). A Structural Equation Modelling (SEM) analysis confirmed the impacts of distractions on efficiency and effectiveness, and in turn the users’ satisfaction and behavioral intention to use a mobile device for wireless data services. Support was also obtained for a mediating effect of post-trial confirmation of expectations between perceived performance and satisfaction. Implications of these findings for theory, practice, and future research are outlined.

► Model explains 39% of variance in user intention to adopt wireless data services. ► Cognitive load from audio/visual/motor stimuli negatively impacts user performance. ► Satisfaction shown to be independently assessed for efficiency and effectiveness. ► Performance impacts satisfaction and confirmation of pre-trial expectations mediates. ► Satisfaction with Efficiency (not Effectiveness) drives mobile device use intention.