Consumer Satisfaction Related to Disconfirmation of Expectations and Product Performance

Authors

  • John E. Swan University of Alabama at Birmingham

Abstract

Satisfaction has usually thought to result from disconfirmation or the fulfillment of expectations. This study tested the hypothesis that satisfaction would be related to initial expectation, disconfirmation of expectations and perceived product performance. The main finding was that in addition to disconfirmation, product performance was a predictor of satisfaction and intentions.

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Published

2022-08-04

Issue

Vol. 1 (1988): The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior

Section

Journal Articles

License

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