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The Probability Model of Expectation Disconfirmation Process

Author

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  • Hui-Hsin HUANG

    (Aletheia University, Taiwan)

Abstract

This paper proposes a probability model to explore the dynamic process of customer's satisfaction. Bases on expectation disconfirmation theory, the satisfaction is constructed with customer's expectation before buying behavior and the perceived performance after purchase. The experiment method is designed to measure expectation disconfirmation effects and we also use the collection data to estimate the overall satisfaction and model calibration. The results show good fitness between the model and the real data. This model has application for business marketing areas in order to manage relationship satisfaction.

Suggested Citation

  • Hui-Hsin HUANG, 2015. "The Probability Model of Expectation Disconfirmation Process," Expert Journal of Marketing, Sprint Investify, vol. 3(1), pages 11-16.
    • Handle: RePEc:exp:mkting:v:3:y:2015:i:1:p:11-16
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    References listed on IDEAS

    as
    1. Oliver, Richard L & DeSarbo, Wayne S, 1988. "Response Determinants in Satisfaction Judgments," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 14(4), pages 495-507, March.
    2. Eugene W. Anderson & Mary W. Sullivan, 1993. "The Antecedents and Consequences of Customer Satisfaction for Firms," Marketing Science, INFORMS, vol. 12(2), pages 125-143.
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    Cited by:

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    More about this item

    Keywords

    expectation disconfirmation theory; customer's satisfaction; stochastic model;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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