Service Satisfaction: An Empirical Analysis of Consumer Satisfaction in Financial Services

Does the widely accepted espectancy-disconfirmation model apply to situations within a financial services context? Or could it be, due to specific characteristics of services, that a different model applies? This paper addresses these questions and tests the relationships between consumer expectatio...

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Bibliographic Details
Published in:The Service industries journal 2000-07, Vol.20 (3), p.80-94
Main Authors: Montfort, Kees Van, MASUREL, ENNO, RIJN, INGRID VAN
Format: Article
Language:English
Subjects:
Alliances
Customer satisfaction
Expectations
Financial services
Mathematical models
Studies
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Summary:Does the widely accepted espectancy-disconfirmation model apply to situations within a financial services context? Or could it be, due to specific characteristics of services, that a different model applies? This paper addresses these questions and tests the relationships between consumer expectations, performance, disconfirmation, .satisfaction and repeat purchase in a lisrel model. The results would suggest that the relevancy of disconfirmation is fairly apparent and that expectations have only an indirect influence on satisfaction where financial services are concerned. The performance level of financial services however has a strong positive direct effect on satisfaction.
ISSN:0264-2069
1743-9507
DOI:10.1080/02642060000000033