Estimating Models of Determination of Consumer Satisfaction: An Alternative Approach

Abstract

The main objective of this paper is to propose a different approach to analyze the functional relationship between the Satisfaction, Expectations and Disconfirmation variables within the framework of the theory of consumer satisfaction determinants. The approach suggested in this article presents significant advantages in comparison with those generally used in such analyses. First, it proposes a discrete formulation which does not impose, a priori, a definite form to the functional relationship betvveen the dependent variable (Satisfaction), and the explanatory variables (Expectations and Disconfirmation). This is all the more important because different hypotheses have been put forward in the scientific literature on the nature of the relationship between. these three variables. Second, it uses an ordered probit to estimate the model. The ordered probit offers, on theoretical grounds, a definite superiority over the multiple regression model because it does not presume cardinality of the values associated with the dependent variable (levels of satisfaction).