• Journal of the Korea Academia-Industrial cooperation Society
• /
• v.17 no.7
• /
• pp.245-255
• /
• 2016

Consumer expectation is divided into rational and emotional components with regard to the experience of products or services. The purpose of this study is to investigate the relationship between these two types of expectations and consumer satisfaction. For the theoretical framework, we use the dual expectation theory with respect to the should-expectation and will-expectation, and verify their effects on consumer satisfaction. The findings of this study imply that under rational expectation, consumer satisfaction increases when the result of their experience exceeds their expectation and the impact is stronger when the will-expectation is satisfied. Under emotional expectation, consumer satisfaction increases when the should-expectation exceeds the result of the actual performance, but decreases when there is disaccord between the will-expectation and performance. For emotional-based expectation, the impact on consumer satisfaction is stronger for should-expectancy disconfirmation than for will-expectancy disconfirmation.

• Journal of the Korean Society for information Management
• /
• v.30 no.2
• /
• pp.101-118
• /
• 2013

The purpose of this study is to reveal their satisfaction procedures from users of information service expectation-disconfirmation theory. To achieve this goal, we use the NDSLQual model to measure the quality of NDSL service. The results were as follows: First, while the expectation has a negative effect on the expectation-disconfirmation, it has a positive effect on the perceived performance. And perceived performance has a positive effect on the expectation-disconfirmation. Second, the expectation-disconfirmation has a positive effect on the overall satisfaction and loyalty. However the explanatory adequacy of the regression model is very low. Third, perceived performance has a positive effect on the overall satisfaction and loyalty. In order to increase the overall satisfaction and loyalty for NDSL, it is necessary to seek ways to improve the perceived performance and lower the expectation-disconfirmation.

• Korean Journal of Human Ecology
• /
• v.15 no.5
• /
• pp.761-773
• /
• 2006

The purpose of this study was to explore the consumers' attitude and expectation-satisfaction on well-being products, Consumers' expectation, performance and disconfirmation scales were composed 7 items of 5-likert scales. Consumers' Satisfaction on well-being products was measured with one-item-measurement scale, The consumers' well-being attitudes were composed 4 dimensions such as (1)consuming the well-being products, (2)pursuit of mental well-being, (3)criticism about commercial fashion, (4) pursuit of harmony with natural life. The results were as follows: 1. The well-being attitudes were contrast with a positive attitude and negative attitude, Especially, criticism about commercial fashion was highly remarked. 2. There were statistic differences in the consumers' expectation and performance on well-being products, The Expectation was higher than the performance. It means that consumers' high expectation on the well-being products will bring about the lower satisfaction or dissatisfaction. 3. Consumers' Satisfaction on the well-being products was statistically different among groups by the well-being attitudes.

• The Korean Journal of Health Service Management
• /
• v.12 no.3
• /
• pp.41-52
• /
• 2018

Objectives: This study investigated the effect of mentoring function on job motivation and nursing performance through self-efficacy and outcome expectation. Methods: It was conducted with 226 nurses working in the 5 hospitals of B and G cities. The collected data were analyzed using SPSS Windows 18.0 and AMOS 16.0. Results: Mentoring was found to have a direct effect on outcome expectation (${\beta}=0.314$, p < 0.001), and outcome expectation had a direct effect on job motivation (${\beta}=-0.333$, p < 0.001) and nursing performance (${\beta}=0.341$, p < 0.001). Job motivation was found to affect nursing performance (${\beta}=0.268$, p < 0.001). Conclusions: The results of this study suggest that mentoring function plays an important role in improving nursing performance, so it is necessary to develop and apply a mentoring program for nurses.

• Journal of the Korea Academia-Industrial cooperation Society
• /
• v.16 no.12
• /
• pp.8462-8471
• /
• 2015

It is widely known that consumer satisfaction, as well as consumer voice and loyalty, affect firms' performance. Prior studies on consumer satisfaction have focused on expectancy disconfirmation theory and its effects on satisfaction related to disconfirmation with consumer expectation and with perceived performance. This study classified consumer expectation into should-expectation and will-expectation, and investigated how disconfirmation with these expectations affects consumer satisfaction differently based on regulatory focus. Specifically, for promotion-focused consumers, disconfirmation of will-expectation has a more significant influence on consumer satisfaction than that of should-expectation. For prevention-focused consumers, disconfirmation of should-expectation has a more significant influence on consumer satisfaction. The results of this study provide academic insights that not only generic expectation (will-expectation) but also should-expectation play an important role in determining consumer satisfaction according to regulatory focus. In addition, it is expected that the findings can be used as a guide to manage consumer expectation in practice.

• Journal of the Korean Operations Research and Management Science Society
• /
• v.28 no.2
• /
• pp.61-74
• /
• 2003

Many firms try to enhance the customer satisfaction, because they believe that higher customer satisfaction leads to superior returns. According to expectancy disconfirmation model, consumers judge the satisfaction in comparison with their expectations about the product performance. If the performance is above the expectations, increase in satisfaction is expected. If the performance is below the expectations, decrease in satisfaction is expected. This explanation contradicts our beliefs that higher expectation leads to consumer's choices. To address the contradiction, this paper present a unified model which combines the expectancy disconfirmation model with the well-known diffusion model. The unified model shows that the expectation can increase the choices even if the expectation decreases the satisfaction.

• Journal of the Korean Home Economics Association
• /
• v.45 no.5
• /
• pp.1-13
• /
• 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 Institute of Landscape Architecture
• /
• v.26 no.3
• /
• pp.189-198
• /
• 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.

• Journal of the Korean Institute of Landscape Architecture
• /
• v.26 no.3
• /
• pp.213-224
• /
• 1998

Theoretically and practically, it is very important to understand the way which tourist satisfaction is operated. The purpose of this study is to identify interaction among the determinants of tourist satisfacton process. A model of tourist satisfactioin process is developed based based on the confirmation / disconfirmation which is originated from consumer behavior literature. Three elements of the model include 'expectation','performance', and 'discrepancy between expectation and performance'. 340 questionnaires were delivered to find Everland visitors' perceptions of the determinants of tourist satisfaction. LISREL 8.14 was used to analyze the interaction among the determinants. The results are as follows : 1) 'expectation' has indirect effect on tourist satisfaction while 'performance' and 'discrepancy' has direct effect on the tourist satisfaction, 2) two precedent variables such as 'expectation' and 'performance' have indirect effect on the satisfaction through 'discrepancy',3) among the three determinants it is found that 'performance' is the most effective determinant of tourist satifaction, and 4) the model which was composed from the aspect of 'travel cost' was more effective to describing tourist satisfacton rather that from the aspect of 'service quality'.

• Journal of Families and Better Life
• /
• v.29 no.5
• /
• pp.85-105
• /
• 2011

The purpose of this study was to investigate the variables on adolescents' perception of parents and children's relationship. Independent variables were the expectation of the parents' role, role performance by adolescents' perception and socio-demographic variables. In order to achieve this purpose, the survey was taken by 758 adolescents (middle & high school students) from Daegu. The data were analyzed by frequency, percentage, mean, Factor Analysis, Cronbach's ${\alpha}$, Pearson's correlation coefficient, Multivariate Analysis of Variance, Scheffe test for post hoc, and Multiple Regression. The major findings were: 1) Role expectation had significant differences in the grade, gender, birth order, father's level of education, father's job, mother's age, and household economy of socio-demographic variables. Role performance showed significant differences in the grade, gender, father's age, parents' level of education, father's job, and household economy of socio-demographic variables. 2) Adolescents' perception of parents and children's relationship was affected by role expectation and role performance.