Consumer Satisfaction with the Distribution System for Durable Products

Abstract

This study introduces a process model of consumer satisfaction with the distribution system for a durable product. Using the distribution system for new automobiles, this research tests the applicability of the Expectancy-Disconfirmation paradigm at the search and servicing stages of the process. The results indicate that the Expectancy-Disconfirmation theory applies at both stages: satisfaction is a direct function of both the level of expectations held by the consumer prior to engaging in the particular stage and the extent to which those expectations are positively or negatively disconfirmed. The results also indicate that consumer satisfaction with the distribution system for new automobiles is a function of servicing satisfaction, followed by search satisfaction and finally by product performance satisfaction,