The most popular definition of customer satisfaction/dissatisfaction is based on:
A)the SERVQUAL model.
B)the servuction model.
C)the scale of market entities.
D)the expectancy disconfirmation model.
E)the Technical Assistance Research Program (TARP).

Question

Quizplus · Accepted Answer

The most popular and widely accepted definition of customer satisfaction and dissatisfaction is based on the expectancy disconfirmation model, which suggests that customer satisfaction or dissatisfaction results from a comparison between perceived expectations and perceived actual performance or experience. This model has been widely used and researched in various fields of customer satisfaction, such as marketing, service quality, and consumer behavior.

The Most Popular Definition of Customer Satisfaction/dissatisfaction Is Based On