Effect of Expectations on User Satisfaction with a Remodeled University Dining Facility

Abstract

The effect of user expectations on satisfaction with the interior of a recently remodeled student owned dining facility was explored. The dependent variable was overall satisfaction. The independent variable, expectations, was operationalized as whether or not users bad seen the facility prior to the time it was closed for remodeling. An analysis of covariance was conducted using major as a covariable. As suggested by disconfirmation theory, expectations were found to have had a significant effect on satisfaction. The users who had seen the facility prior to the remodel reported significantly lower overall satisfaction with the remodeled facility th.an those who had not.