Determinants of Consumers' Satisfaction with Service: A Preliminary Study

Abstract

This study examines the extent to which service process and service outcome influence customers' satisfaction with service, talcing into account their levels of product involvement. It is hypothesized that service process has more impact on satisfaction with service when compared with service outcome. In addition, service process rather than service outcome is more influential for low product involvement individuals. Correlation analysis and stepwise regression analyses were used to analyze the data. In general, the hypotheses were supported by the data.