Participant reactions to a computerized telephone system for nutrition and exercise counseling

This paper reports on an evaluation of the reactions of participants in a computer-controlled telephone conversation system (telephone-linked care, TLC) designed to offer nutrition and exercise counseling. After 6 months in the study, subjects were asked a series of questions about their opinions of the TLC system, including overall satisfaction and the system's helpfulness. One hundred and ninety individuals completed the attitude survey. On a scale of 0-100, respondents rated the overall satisfaction and helpfulness of the system at 63.6 and 62.3. Subjects using the nutrition counseling version of TLC rated it significantly higher on satisfaction (73.0 versus 52.4) and helpfulness (70.3 versus 53.7) than did subjects using the exercise version. Satisfaction and helpfulness were correlated with perceived usability, amount of contact, realism, and credibility (P < 0.01). Multivariate analyses showed that treatment group and number of calls made accounted for the greatest amount of variance in ratings of satisfaction and helpfulness. The findings suggest that the amount of contact with this technology, reflected by the number of calls, and the treatment group, nutrition or exercise, were significant predictors of reported satisfaction and perceived helpfulness of the system.