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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
Main Authors: Montfort, Kees Van, MASUREL, ENNO, RIJN, INGRID VAN
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Language:English
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cited_by cdi_FETCH-LOGICAL-c404t-a3b374a651b23880ddc97293a1ba3b57471b715eb61aaab48fc142b0f3ca7bc63
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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
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ispartof The Service industries journal, 2000-07, Vol.20 (3), p.80-94
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language eng
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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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