Expectation as a Mediator of User Satisfaction

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					   Expectation as a Mediator of
        User Satisfaction
    Anthony Cox1 and Maryanne Fisher2

1Computer   Science        2Psychology

Dalhousie University      York University
Halifax, NS, Canada    Toronto, ON, Canada
Satisfaction
! Precision and Recall do not measure
  user perceptions
! For example, relevance affected by:
  Clarity, Completeness, Format,
  Quality, Reliability, Timeliness, etc.
! User Satisfaction is most accurate
  measure of user experience
! Need to evaluate factors affecting
  satisfaction
Expectation

! Important factor influencing a user’s
  satisfaction regarding a task outcome

" Satisfied when expectations met
" Unsatisfied when expectations not met

  response – expectation = satisfaction
Experimental Validation

! Community-based sample
! 36 participants (19 men, 17 women)
! 4 queries (factorial design)
  o   Cheap Hotels Disney World February
  o   Mabel Gruenbaum School Record 1932
  o   Jennifer Lopez Affair Ben Affleck
  o   British Aircraft Carrier For Sale
Survey Questions
1. Will query find information you seek?
2. How likely will this query find info?

3. What is the usefulness of response?
4. How likely does response contain info?
5. What is the accuracy of the response?

6. How satisfied are you with response?
Results

 response – expectation = satisfaction

Correlations (36 df):
• Disney           r = .512, p ≤   .001
• Gruenbaum        r = .652, p ≤   .001
• Affair           r = .780, p ≤   .001
• Carrier          r = .651, p ≤   .001
Discussion
! Strong correlations when human
  variation considered
! Ceiling effect for Disney query
! Verifies role of expectation
! Factors for expectation (tool, info)?
! Time & efficiency also need examining
! Merges information vs. system quality
! Effect on continuation and acceptance?
Conclusion
! Satisfaction a key measure of user
  experience
! Expectation shown to mediate
  satisfaction
! Subtractive model supported:
  response – expectation = satisfaction
! Lots more needs to be done!

				
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posted:3/29/2010
language:English
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