The Dimensionality of Consumer Satisfaction/Dissatisfaction: An Empirical Examination

Authors

  • Robert D. Mackoy Butler University
  • Richard A. Spreng Michigan State University

Abstract

Consumer satisfaction/dissatisfaction (CS/D) is usually operationalized as a unidimensional construct. However, some theoretical and empirical evidence supports a two-factor conceptualization of CS/D. Satisfaction data were
collected from 193 students immediately following a regularly scheduled advising appointment. Crosstabulation and confirmatory factor analyses provide some evidence for a two-factor conceptualization of CS/D.

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Published

2022-03-18

Issue

Vol. 8 (1995): The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior

Section

Journal Articles

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