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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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Published in: | The Service industries journal 2000-07, Vol.20 (3), p.80-94 |
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cited_by | cdi_FETCH-LOGICAL-c404t-a3b374a651b23880ddc97293a1ba3b57471b715eb61aaab48fc142b0f3ca7bc63 |
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container_end_page | 94 |
container_issue | 3 |
container_start_page | 80 |
container_title | The Service industries journal |
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creator | Montfort, Kees Van MASUREL, ENNO RIJN, INGRID VAN |
description | 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. |
doi_str_mv | 10.1080/02642060000000033 |
format | article |
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ispartof | The Service industries journal, 2000-07, Vol.20 (3), p.80-94 |
issn | 0264-2069 1743-9507 |
language | eng |
recordid | cdi_informaworld_taylorfrancis_310_1080_02642060000000033 |
source | Business Source Ultimate; Taylor & Francis; ABI/INFORM Global; Humanities Index |
subjects | Alliances Customer satisfaction Expectations Financial services Mathematical models Studies |
title | Service Satisfaction: An Empirical Analysis of Consumer Satisfaction in Financial Services |
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