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Application of Satisfaction Theory to a Predicted Event: The Y2K Computer Problem

Authors

  • Carol Caughey
  • Sally Francis
  • Deana Grobe
  • Eunyoung Hyunchang

Abstract

This study applies expectations based disconfirmation models of satisfaction to the unusual case of the Y2K computer bug. Four possible determinants of satisfaction were investigated: the moderating role of knowledge, the disconfirmation of expectations paradigm, level of involvement, and the view of technology. Subjects selected in a random sampling procedure were interviewed both before and after January 1, 2000. Results indicated only positive disconfirmation, U., the actual event was perceived by the subjects to be better than that which was expected. Few significant correlations between satisfaction with Y2K problems and other factors were found. Only "view of technology" was negatively and significantly correlated with satisfaction.

Issue

Vol. 15 (2002): The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior

Section

Journal Articles

License

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