The Acceptability and Comparative Study of DTMF and Speech for Banking Transactions in Nigeria
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SCIENCEDOMAIN international
Abstract
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Aims: This article reports the development and the experimental results of the acceptability
testing and comparison of speech and dual tone multi frequency (DTMF) for interacting with a
speech application for carrying out banking transactions.
Study Design: A within-subjects experiment where each of the participants tested both the
DTMF only and speech only modalities was carried out. Each one filled a questionnaire after
testing each modality
Place and Duration of Study: Department of Computer and Information Sciences, Covenant
University, Ota, Nigeria, between May 2013 and June 2013.
Methodology: Voice Objects 11 was used as the development platform. Voxeo Prophecy 9 was
used as the implementation platform while MySQL 5.5 was used as the database management
system for storing each customer's account details. X-Lite soft phone 3.3 was used for testing
the system. 50 undergraduates of Covenant University, Ota, Nigeria participated in the
evaluation. Each one tested the system using DTMF and speech separately. After each round of
the tests, each one filled a questionnaire for the modality tested in a bid to measure the
acceptability and user satisfaction with the modality.
Results: The entire system’s satisfaction ratings for DTMF were significantly higher (M=36.18)
than for speech (M=34.76), t(49)= -1.46, tcrit =2.0, P=.05. For modality evaluation, speech was
more satisfying (M=12.22) than DTMF (M=12.18), t(49)= 0.14, tcrit =2.0, P=.05. For modality
entertainment, both speech and DTMF were rated equal (M=13.94), t(49)=0, tcrit =2.0, P=.05.
For modality naturalness, speech was more natural (M=10.2) than DTMF (M=9.44), t(49)=-
2.41, tcrit =2.0, P=.05. 52% of the subjects chose DTMF modality, whereas 48% chose speech (p
= .05).
Conclusion: Dialogue systems are a widely acceptable technology for carrying out banking
transactions in Nigeria. It will provide a cost-effective and easily accessible means of carrying
out banking transactions
Keywords
QA75 Electronic computers. Computer science