ruut veenhoven: measurement satisfaction booking.com 2014
TRANSCRIPT
Measurement ofSATISFACTION
Ruut VeenhovenErasmus happiness Economics Research Organization
Erasmus University Rotterdam
Booking.com seminar onSatisfaction maximisation algorithm
April 4, 2014, Amsterdam
Measurement of satisfaction
• Kinds of satisfaction
• Measures of satisfaction
• Applicability in travel industry
Kinds of satisfaction
Four kinds of satisfaction
Passing
Enduring
Part
Whole
Four kinds of satisfaction
Passing
Enduring
Part
Pleasure
Domain
satisfaction
Whole
Top experience
Life satisfaction
(Happiness)
Inner appraisal of satisfaction
global assessment OVERALL SATISFACTION with one’s life-as-whole sub-assessment: Hedonic level of affect Contentment Balance of pleasant and Perceived realization unpleasant affect of wants
Inner appraisal of satisfaction
global assessment OVERALL SATISFACTION with one’s life-as-whole sub-assessment: Hedonic level of affect Contentment Balance of pleasant and Perceived realization unpleasant affect of wants
information basis Affective experience Cognitive comparison underlying process Need gratification Standard setting substrate Human nature Culture
Inner appraisal of satisfaction
global assessment OVERALL SATISFACTION with one’s life-as-whole sub-assessment: Hedonic level of affect Contentment Balance of pleasant and Perceived realization unpleasant affect of wants
information basis Affective experience Cognitive comparison underlying process Need gratification Standard setting substrate Human nature Culture
Measurement of satisfaction
Inner appraisal of satisfaction
global assessment OVERALL SATISFACTION with one’s life-as-whole sub-assessment: Hedonic level of affect Contentment Balance of pleasant and Perceived realization unpleasant affect of wants
Inner appraisal of satisfaction
global assessment OVERALL SATISFACTION with one’s life-as-whole sub-assessment: Hedonic level of affect Contentment Balance of pleasant and Perceived realization unpleasant affect of wants
Measurement of overall satisfactionExample of a survey question
Taking all together, how satisfied or dissatisfied are you with your life as a whole these days?
1 2 3 4 5 6 7 8 9 10
Dissatisfied Satisfied
Satisfaction with life in Denmark
Satisfaction with life in Zimbabwe
DISSATISFIED
2 3 4 5 6 7 8 9 SATISFIED
HOW SATISFIED ARE YOU WITH YOUR LIFE
0,0%
10,0%
20,0%
30,0%
Perce
nt
COUNTRY/REGION: ZIMBABWE
Satisfaction with life in nations
• Denmark 8,3
• Netherlands 7.8
• USA 7,4
• Germany 7,1
• France 6,6
• Russia 5,5
• Iraq 4,7
• Zimbabwe 3,0 Source: World Database of Happiness, Collection Happiness in Nations
Inner appraisal of satisfaction
global assessment OVERALL SATISFACTION with one’s life-as-whole sub-assessment: Hedonic level of affect Contentment Balance of pleasant and Perceived realization unpleasant affect of wants
Measures of contentment
• Global estimate, single question
• Calculation, multiple questions
Measures of contentmentGlobal estimate, single question
In getting the things you want out of life, how
would you say that you are right now.....?
3 very well
2 pretty well
1 not too well
Code in WDH collection Measures of Happiness: C-W/c/sq/v/3/a
Measures of contentmentCalculation, multiple questions
A. How important was each of the following goals in life in the plans you made for yourself in early adulthood?……
B. How successful have you been in the pursuit of these goals?……
Code in WDH collection Measures of Happiness: C-ASG/h/mq/v/5/a
Inner appraisal of satisfaction
global assessment OVERALL HAPPINESS with one’s life-as-whole sub-assessment: Hedonic level of affect Contentment Balance of pleasant and Perceived realization unpleasant affect of wants
Measures of hedonic level
• Global estimates– Single question– Affect Balance Scales ABS
• Multiple moment assessment– Experience Sampling Method ESM– Day Reconstruction Method DRM
Measures of hedonic levelGlobal estimates, single question
How is your mood these days....?"
4 very good all the time
3
2
1 not good almost all the time
Code in WDH collection Measures of Happiness: A-AOE/c/sq/v/4/b
Measures of hedonic level Global estimates, Affect Balance Scale
During the past few weeks, did you ever feel ....?" (yes/no)A. Particularly exited or interested in something?B. So restless that you couldn't sit long in a chair?C. Proud because someone complimented you on something you had done?D. Very lonely or remote from other people?E. Pleased about having accomplished something?F. Bored?G. On top of the world?H. Depressed or very unhappy?I. That things were going your way?J. Upset because someone criticized you?
Code in WDH collection Measures of Happiness: A-BB/cm/mq/v/2/ab
Measures of hedonic levelMultiple moment, Experience Sampling
My mood at the moment is ..
+2 clearly positive
+1 rather positive
0 indifferent
-1 rather negative
-2 clearly negative
Code in WDH collection Measures of Happiness: A-ARE/mi/sq/v/5/a
Measures of hedonic levelMultiple moment, Day Reconstruction
Applicability in tourism industry
Applicability in tourism industryFour kinds of satisfaction
Passing
Enduring
Part
Pleasure
Domain
satisfaction
Whole
Top experience
Life satisfaction
(Happiness)
Applicability in tourism industryInner appraisal of satisfaction
global assessment OVERALL SATISFACTION with trip sub-assessment: Hedonic level of affect Contentment Balance of pleasant and Perceived realization unpleasant affect of wants
Applicability in tourism industryFour kinds of satisfaction
Passing
Enduring
Part
Pleasure
Domain
satisfaction
Whole
Top experience
Life satisfaction
(Happiness)
Problem of top down bias
Applicability in tourism industrySolutions to top-down bias
• Focus on mood of the moment• Longitudinal assessment of mood
– Before trip– During trip– After trip
• Comparison of mood across activities– trip related e.g. during excursion
– unrelated to trip e.g. when brushing teeth
Applicability in tourism industryUses of Happiness Indicator
Applicability in tourism industryUses of Happiness Indicator
• Combination of: – Self help website: Tool for understanding happiness– Scientific study: large-scale long-term follow-up
• Joint project of– Health Insurance company VGZ– Erasmus university Rotterdam
• Online at:– www.gelukswijzer.nl– www.happinessindicator.com (Beta)
Applicability in tourism industryUses of Happiness Indicator
• Combines ESM and DRM
• Comparison over time
• Comparison across activities
• Comparison with control groups selected from 75.000 participants
• User friendly, low cost
Conclusions
Conclusions
• Satisfaction judgments have two components– Affective: how it feels– Cognitive, how it meet standards
• Current measures mainly cognitive
• Affective component relevant for tourism industry
• Best measured by ESM and DRM
World Database of Happiness
http://worlddatabaseofhappiness.eur.nl