An Investigation into the Determinants of Customer Satisfaction
An Investigation into the Determinants of Customer Satisfaction
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DOI：
10.1177/002224378201900410
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发表时间：
1982-11
影响因子：
6.1
通讯作者：
Gilbert A. Churchill;Carol F. Surprenant
中科院分区：
文献类型：
--
作者：
Gilbert A. Churchill;Carol F. Surprenant
作者调查是否有必要包括不确认作为一个干预变量，影响满意度，因为通常认为，或不确认的效果是否充分捕获的期望和感知性能。此外，他们模拟了两种类型的产品，耐用品和非耐用品的过程，使用实验程序，其中三个层次的期望和三个层次的性能被操纵为每种产品在析因设计。每个主题的感知期望，绩效评估，不确定性，和满意度，随后测量使用多个措施，每个结构。结果表明，两种产品的效果不同。对于非耐用品，关系是典型的假设。耐用品的结果在重要方面是不同的。首先，不确定性体验和受试者的初始期望都不会影响受试者对它的满意度，相反，他们的满意度完全取决于耐用品的表现。期望与表现联合收割机确实会影响不确定性，尽管不确定性体验的程度并没有转化为对满意度的影响。最后，绩效与满意度的直接联系解释了满意度的大部分变化。
The authors investigate whether it is necessary to include disconfirmation as an intervening variable affecting satisfaction as is commonly argued, or whether the effect of disconfirmation is adequately captured by expectation and perceived performance. Further, they model the process for two types of products, a durable and a nondurable good, using experimental procedures in which three levels of expectations and three levels of performance are manipulated for each product in a factorial design. Each subject's perceived expectations, performance evaluations, disconfirmation, and satisfaction are subsequently measured by using multiple measures for each construct. The results suggest the effects are different for the two products. For the nondurable good, the relationships are as typically hypothesized. The results for the durable good are different in important respects. First, neither the disconfirmation experience nor subjects’ initial expectations affected subjects’ satisfaction with it. Rather, their satisfaction was determined solely by the performance of the durable good. Expectations did combine with performance to affect disconfirmation, though the magnitude of the disconfirmation experience did not translate into an impact on satisfaction. Finally, the direct performance-satisfaction link accounts for most of the variation in satisfaction.