A Reexamination of The Determinants of Consumer Satisfaction  

Oleh:

MacKenzie, Scott B. ; Olshavsky, Richard W. ; Spreng, Richard A.

Jenis: Article from Journal - ilmiah internasional
Dalam koleksi: Journal of Marketing (EBSCO) vol. 60 no. 3 (1996), page 15-32.
Topik: CONSUMER SATISFACTION; determinants; consumer satisfaction

Ketersediaan

Perpustakaan Pusat (Semanggi) Nomor Panggil: JJ94.1 Non-tandon: 1 (dapat dipinjam: 0) Tandon: tidak ada

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Isi artikel

Although the "disconfirmation of expectations" model continues to dominate research and managerial practice, several limitations indicate that it is not a complete picture of satisfaction formation. The authors propose a new model of the satisfaction formation process that builds on the disconfirmation paradigm by specifying a more comprehensive model that includes two standards in a single model and specifically incorporates the impact of marketing communication. An empirical test of the model provides support for the hypothesized relationships and a better understanding of the mechanisms that produce satisfaction.

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