Document (#36017)

Author

Werner, K.

Title

das Confirmation/Disconfirmation-Paradigma der Kundenzufriedenheit im Kontext des Information Retrieval : Größere Zufriedenheit durch bessere Suchmaschinen?

Source

Information - Wissenschaft und Praxis. 61(2010) H.6/7, S.385-396

Year

2010

Abstract

In der vorgestellten Studie aus dem Bereich des interaktiven Information Retrieval wurde erstmals die Erwartungshaltung von Suchmaschinennutzern als mögliche Determinante der Benutzerzufriedenheit untersucht. Das experimentelle Untersuchungsdesign basiert auf einem betriebswirtschaftlichen Modell, das die Entstehung von Kundenzufriedenheit durch die Bestätigung bzw. Nicht-Bestätigung von Erwartungen erklärt. Ein zentrales Ergebnis dieser Studie ist, das bei der Messung von Benutzerzufriedenheit besonders auf den Messzeitpunkt zu achten ist. Des Weiteren konnte ein von der Systemgüte abhängiger Adaptionseffekt hinsichtlich der Relevanzbewertung der Benutzer nachgewiesen werden.

Theme

Benutzerstudien
Suchmaschinen

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