Validity and reliability of the confirmation of expectations paradigm as a determinant of consumer satisfaction

Abstract

The Validity of the Confirmation of Expectations paradigm with respect to consumer satisfaction was examined on the basis of the intercorrelations between five variables of the satisfaction process i.e., Expectations, Postpurchase Evaluation, Confirmation of Expectations, Overall Satisfaction, and Repurchase. The results showed that the confirmation of expectations was a confounding variable in the satisfaction process. The major explanation for this variable not fitting into the process was the low reliability of the gain scores or difference scores (i.e., subtraction of prepurchase expectations from post-purchase evaluation) used for the computation of the confirmation of expectations. The major conclusions of this study were as follows: (1) If the purpose of the research is only to predict satisfaction or repurchase then it is best to depend upon direct measures such as postpurchase ratings. (2) If the purpose of research is diagnostic analysis then it is better to apply the confirmation of expectations concept. But for this later application it is important to develop reliable scales to measure the construct of confirmation. © 1984 Academy of Marketing Science.