Customer Satisfaction

Abstract

Abstract The concept of customer satisfaction is reviewed from a theory‐based applied perspective based on a large body of work in the academic community that has only recently found its way into nonacademic surveys. Although other conceptualizations have been suggested, the expectancy disconfirmation with performance model is used here as a guiding framework wherein satisfaction is viewed as an end‐state with distinct antecedents. Each of the focal determinants, namely expectations, performance, and subjective disconfirmation, is defined, explained from a conceptual perspective, and suggested as to how they might be used in satisfaction studies. Additionally, a number of issues facing satisfaction researchers are explored and resolved throughout the discussion.

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