An Investigation Into the Determinants of Customer Satisfaction

  • Churchill G
  • Suprenant C
  • 1


    Mendeley users who have this article in their library.
  • N/A


    Citations of this article.


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.

Get free article suggestions today

Mendeley saves you time finding and organizing research

Sign up here
Already have an account ?Sign in

Find this document

There are no full text links


  • Gilbert A J R Churchill

  • Carol Suprenant

Cite this document

Choose a citation style from the tabs below

Save time finding and organizing research with Mendeley

Sign up for free