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Surprise me! A quantitative study of user satisfaction with serendipitous recommendations across major digital platforms
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| 644.3 KB | Adobe PDF |
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Resumo(s)
While personalization has advanced, users often report unmet expectations for discovery in
recommendations across digital platforms. This thesis addresses the research gap and explores
how users perceive serendipitous content discovery – or ‘nice surprises’ – across services like
Netflix, Spotify, Amazon, LinkedIn, and YouTube. The quantitative study revealed a significant
gap between expected and experienced serendipity, strongly linked to lower satisfaction.
Curiosity, trust, and platform context further shaped user evaluations. The findings inform a
multi-phase practical guide to help platforms better integrate serendipity without compromising
personalization, enhancing user experience, engagement, and long-term retention.
Descrição
Palavras-chave
Recommender system Digital platforms Serendipity User satisfaction User acceptance Expectancy disconfirmation Netflix YouTube Spotify Amazon LinkedIn