Which of the following is the dominant model in satisfaction research?
A)Disconfirmation of expectation model
B)Gap model
C)Satisfaction vs.Expectation model
D)Disconfirmation of Satisfaction model
E)Customer retention

Question

Quizplus · Accepted Answer

The disconfirmation of expectation model is currently the dominant model in satisfaction research. It suggests that satisfaction is based on the discrepancy between the customer's expectations about a product or service and their actual experience with it. It asserts that positive disconfirmation (when the actual experience exceeds expectations) leads to satisfaction, whereas negative disconfirmation (when the actual experience falls short of expectations) leads to dissatisfaction.

Which of the Following Is the Dominant Model in Satisfaction