Title: Exploring how system, information, and service quality shape goal-congruent usage and outcome in intelligent voice assistants

Authors: Hyeon Jo

Addresses: HJ Institute of Technology and Management, 31 Gangnam-daero 92-gil, Gangnam-gu, Seoul, 06134, South Korea

Abstract: In an increasingly digital age, intelligent voice assistants (IVAs) are becoming an integral part of daily life, providing both utility and entertainment value to their users. The global pandemic has accelerated this trend, amplifying the importance of these digital companions. In light of this shift, our study aims to elucidate the factors leading to goal-congruent usage and outcomes of IVAs. Data was collected from 248 IVA users to validate the proposed research model. We employed the partial least squares method to test our hypotheses. Our findings revealed that system quality significantly influences both the perceived utilitarian and hedonic value of IVAs. Similarly, information quality was found to significantly impact both utilitarian and hedonic value. Interestingly, service quality was predominantly linked to utilitarian value. Furthermore, the study indicates that the utilitarian value is a key enabler of goal-congruent outcome and usage. Similarly, hedonic value plays a substantial role in driving both the goal-congruent outcome and usage.

Keywords: intelligent voice assistant; IVA; goal-congruent outcome; GCO; information system success factors.

DOI: 10.1504/IJMC.2026.151582

International Journal of Mobile Communications, 2026 Vol.27 No.2, pp.173 - 197

Accepted: 25 Mar 2025
Published online: 09 Feb 2026 *

Full-text access for editors Full-text access for subscribers Purchase this article Comment on this article