• 한국의류학회지
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• 제16권3호
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• pp.223-232
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• 1992

The ultimate purpose of this study is to build a model on clothing satisfaction which extends the consumer satisfaction model by unifying the exportation antecedents. In the literature study, it is proposed to clarify the concepts on the clothing satisfaction, and to investigate the present paradigms of the consumer satisfaction. It is widely accepted by the clothing researchers that the clothing satisfaction is a comparative process in which the evaluation criteria are used to judge the clothing product and to access the disconfirmation. In the Disconfirmation paradigm, the role of the expectation is very important. We propose to classify the expectation into the expective expectation and the normative expectation. The normative expectation applies when the investment cost and effort are considered. The expectation is shown to be affected by the expectation antecedents of the product characteris-tics, the situation characteristics, and the consumer characteristics. We investigate in detail those clothing satisfaction determinants and their measurement methods. Then, we build a clothing satisfaction model by the disconfirmation paradigm which is composed of the expectation antecedents, the expectation (expective expectation, normative expectation), the perceived clothing product performance, and the disconfirmation.

• 대한가정학회지
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• 제40권5호
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• pp.179-193
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• 2002

This study aims to examine the forming procedure of consumer satisfaction from Internet shopping experience. Many studies on the satisfaction have primarily focused on the examination of the antecedents of satisfaction along with the expectation-disconfirmation paradigm dominating the former studies. This study has built an Internet shopping expectation-disconfirmation model as to apply the expectation-disconfirmation into the condition of the Internet shopping. The summary of study represented in following. l. The expectation of risk and performance of benefit had a significantly positive effect on the perceived disconfirmation. In addition, an expectation of benefit and performance of risk had a significantly negative effect on the perceived disconfirmation. 2. A performance of risk and performance of benefit not only had a significantly indirect effect, but also a significantly direct effect on the consumer satisfaction. But expectation of risk and expectation of benefit had no significant direct effect on satisfaction. 3. Not only the perceived disconfirmation had a significant positive effect on satisfaction, but also an effect of the perceived disconfirmation on satisfaction(0.472) is larger than that of the performance of risk or performance of benefit. Meaning that, it is desirable for one to apply the expectation-disconfirmation model into the Internet shopping circumstances as much as the off-line markets.

• 대한가정학회지
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• 제45권5호
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• pp.1-13
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• 2007

The purpose of this study was to explore the well-being attitude and use the expectation-disconfirmation model to assess consumer satisfaction with well-being products. The consumer expectations, performance and disconfirmation scales were composed of 7 items of 5-likert scales. Consumer satisfaction with well-being products was measured with one-item-measurement scale. The results of this study are as follows. 1. The well-being attitude consists of 4 factors. : consumption of the well-being products, pursuit of mental well-being, criticism of commercial fashion, and pursuit of harmony with natural life. 2. Well-being attitude influences the consumers' expectation, performance, and satisfaction with well-being products. 3. Consumer expectation for well-being products has no influence on satisfaction, but performance and disconfirmation have a high degree of influence on satisfaction.

• Journal of the Korean Data and Information Science Society
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• 제19권3호
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• pp.893-901
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• 2008

The disconfirmation paradigm is the earliest researched and the most deeply researched of all the paradigms in marketing. Disconfirmation paradigm deals with the influence of expectation, perceived product performance, and the discord between the two on consumer satisfaction. The GAP-Model is based on the disconfirmation paradigm that tries to understand the effect of the gap between before purchase expectations and after purchase perceptions of the product performance on dependent variables such as customer satisfaction. The purpose of this research is to test whether regression coefficients of a P-Model(performance only model), an E-Model(expectation only model) and GAP(P-E)-Model are equivalent in explaining service value and loyalty. The Chow's F-Test is used to test the excellence of the 3 models. As a result of comparison and analysis, P-Model showed more excellence of service value and loyalty than E-Model or GAP-Model.

• 한국조경학회지
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• 제26권3호
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• pp.189-198
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• 1998

This study explored the effects of expectatioin, performance, and disconfirmatoni on satisfaction of theme park users. Everland was chosen as the study area, and 260 users were selected by the nonprobability sampling. In expectation disconfirmation paradigm, expectation should be measured before purchase, and performance, disconfirmation and satisfaction should be measured after purchase. An entrance survey was done to measure expectation, and an exit survey to measure performance, disconfirmation, and satisfaction. Maximum likelihood method was used to estimate structural equation model by the LISREL 7.2. Performance had the most significant effect on satisfaction among three variables. The satisfaction of theme park users depends largely on it, therefore, the consideration of visitors' performance should e essential for managers.

• 유통과학연구
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• 제10권11호
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• pp.89-99
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• 2012

Purpose - Mobile devices, especially mobile terminals capable of telecommunication and wireless connectivity, are leading the advancements in consumer electronics. Digital convergence drives the functions of various devices, such as cellular phones, MP3 players, personal digital assistants, and gaming, into a single device. This trend would continue and applications such as digital audio and video streaming (including personalized content delivery mechanisms) would soon be on a handheld device. As customers want mobile convergence devices, manufacturers are driving new initiatives in the emerging mobile device market. Given the roles played by device design and service content in user satisfaction of a mobile convergence device, this study focuses on identifying and measuring the constructs for the process by which user satisfaction is achieved. This study synthesizes the expectation-disconfirmation paradigm with empirical theories in user satisfaction. Device and service levels are separated, and nine key constructs for user satisfaction of mobile convergence devices are proposed. Insight into this process could help web-based businesses to improve user satisfaction, thus enhancing the effectiveness of e-commerce for sellers and buyers. Research design, data, methodology - This study draws on three users of mobile convergence devices as examples. To test there search model and hypotheses, survey questionnaires were sent to 607 mobile device users. Mobile device users were initially identified from several members, and subjects were randomly drawn. Data from 577 survey responses were finally analyzed. The unit of measurement and analysis in this research study is at a personal level. Results - The measurements for the constructs were developed and tested in a two-phase study. In the first phase, the device and service dimensions were identified, and instruments for measuring them were developed and tested. In the second phase, using the salient dimensions of the device and service as the formulating first-order factors, instruments were developed and empirically tested to measure satisfaction of the device and service. In measuring satisfaction of mobile convergence devices, the critical tasks are to identify the key constructs of such user satisfaction and to develop validated instruments to measure them. Hence, the results of this study have immediate implications for businesses and for research in user satisfaction of mobile convergence devices. Conclusions - This study provides reliable instruments for operationalizing key constructs in the analysis of user satisfaction of mobile convergence devices within the expectation-disconfirmation paradigm. Hence, convergence device makers will be able to examine whether their websites meet their customers' expectations by examining the device aspect of the mobile convergence device customers, and the service aspect expectations and disconfirmation. Moreover, the introduction of expectation and disconfirmation constructs brings the marketing aspect of convergence devices into focus for such retailers, an aspect crucial to the effective design of websites for online businesses. In addition,this study provides the metrics required to initiate future studies on user satisfaction of mobile convergence devices.

• 한국생활과학회지
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• 제19권2호
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• pp.295-310
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• 2010

This study measured college students' levels of satisfaction with their cyber learning through an online survey of students who had taken one or more cyber learning before. 500 returned and usable questionnaires were analyzed and SPSS WIN 12.0 was used for the descriptive statistics, t-test, factor analysis and analysis of covariance structures. The results are as follows; First, college students were very interested in their cyber learning. Their decision to take the cyber learning was initiated more by emotional motives (m=3.13) than by rational motives (m=3.35). Second, the consumers' expectations for the cyber learning were divided into the 'Expectation for service quality' and the 'Expectation for economy,' and their 'Expectation for economy'(m=4.02) was higher than their 'Expectations for service quality'(m=3.60). Third, the consumers' expectations for the cyber learning and the results of the cyber learning were analyzed, and a discrepancy between these two were also analyzed. The analysis of discrepancy between the two showed that the average of the results was lower than that of the expectations, which means that the cyber learning did not meet the consumers' expectations in every aspect, However, the average satisfaction level was 3.20, which means consumers were satisfied with the cyber learning overall. Fourth, causes of dissatisfaction with the cyber learning were divided into internal factors due to personal matters and external factors due to classes and other factors. It was found that dissatisfaction due to internal factors was greater than that due to external factors. Lastly, the factors affecting satisfaction/dissatisfaction with the cyber learning and willingness to use it again were analyzed. The results showed that the motive for its use affected the formation of expectation but it did not affect the results. Satisfaction with the cyber learning affected the willingness to use it again positively. However, the effect of dissatisfaction on the willingness to use it again was not statistically significant.

• 한국유통학회지:유통연구
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• 제13권2호
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• pp.79-95
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• 2008

본 연구는 쇼핑몰과 쇼핑몰에 입점한 테넌트를 연구의 대상으로 하고 있다. 쇼핑몰의 발전과 성장에 비해서 지금까지의 학문적 관심은 매우 제한적이었다. 본 연구에서는 기대-불일치 패러다임의 주요 변수인 기대, 성과, 불일치, 만족 및 재방문 의도를 쇼핑몰과 테넌트의 맥락에서 점검하고 있다. 특히 쇼핑몰과 테넌트간의 기대, 성과, 불일치, 만족 및 재방문 의도의 상호 영향을 중심으로 연구모형을 제시하였다. 가설은 기대불일치 관련변인을 쇼핑몰과 테넌트에 각각 적용하는 것에서 시작하여 쇼핑몰의 변수가 테넌트의 변수에 영향을 미치는 경우와 테넌트의 변수가 쇼핑몰의 변수에 영향을 미치는 경우로 확장하였다. 영향관계의 방향을 명확히 알 수 있는 경우와 이를 탐색해야 하는 부분으로 구분하여 고객의 쇼핑몰과 테넌트에 대한 상호 영향을 확인하였다. 461명의 몰인터셉트 서베이 결과 연구모형은 대체로 기대한 가설을 지지하는 것으로 나타났다. 방향성을 확인하는 가설에서는 테넌트에 대한 불일치와 만족이 쇼핑몰에 대한 불일치와 만족에 미치는 영향이 반대의 방향보다 유의적인 것으로 나타났으며 쇼핑몰에 대한 만족은 테넌트에 대한 재방문 의도에 미치는 유의적인 영향을 미치는 것으로 확인되있다.

• 산학경영연구
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• 제20권1호
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• pp.55-71
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• 2007

이 연구의 의도는 서비스회복과 관련된 기대불일치와 지각된 공정성의 고객만족과의 인과관계를 규명하기 위하여 서울시내 호텔레스토랑과 패밀리레스토랑을 이용하고 불평처리를 경험한 고객들을 대상으로 2006년 11월 16일부터 11월 30일까지 약 2주 동안 총210부의 설문지가 자료 분석에 활용되었다. 분석결과 서비스회복에 대한 기대와 서비스회복에 대한 불일치, 서비스회복에 대한 불일치와 서비스회복에 대한 고객만족도, 서비스회복에 대한 지각된 과정, 결과, 상호관계의 공정성과 서비스회복에 대한 불일치 등이 각각 통계적으로 유의한 정의 관계가 있는 것으로 나타났다. 또한, 지각된 공정성의 영역을 넘는 지나친 기대의 형성은 부의 불일치를 통해 만족에 악영향을 미치므로 적절한 기대수준의 유지가 필요함을 확인할 수 있었다.

• 마케팅과학연구
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• 제4권
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• pp.197-211
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• 1999

The purpose of the research is (1) to identify the usage of Quick Response technologies (QRT) by apparel retailers and the improvement of store attributes by QRT, and (2) to test a conceptual model which examines Consumer Satisfaction(CS) with apparel retail stores. A convenience sample of 32 retailers and 200 apparel consumers participated in the survey research. The most used technology is sales captured at the item level and the store attribute most improved by QRT is fast turnaround of goods. Disconfirmation(DC) (i.e., QRT based, non-QRT based attributes) had significant effects on CS with apparel retail stores. DC of QRT based attributes (e.g. reduced stockout) have more influence on CS than DC of non-QRT based attributes (e.g., location of store).