• Journal of the Korean Home Economics Association
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• v.40 no.5
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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.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.16 no.12
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• pp.8462-8471
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• 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 Society of Clothing and Textiles
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• v.24 no.6
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• pp.928-939
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• 2000

This thesis will study the determinants of consumer satisfaction based on the disconfirmation theory. The proposed questions are first, to find out if desire and expectation are conceptually distinct. Second, to study the effects of desire, expectation, perceived performance, desire congruency, and expectation congruency on clothing satisfaction. The data used in this thesis were obtained from a two stage longitudinal survey. SPSS WIN 8.0 was used for the analysis and the following method such as mean, correlation, t-test, hierarchical regression were applied. The results indicate that first, according to the correlation analysis and crosstab analysis, satisfaction and desire were perceived as two different concepts. Second, using the hierarchical regression analysis to compare the effects of determinants of consumer satisfaction, the model of desire, expectation, performance, desires congruency, expectations congruency best explain the clothing satisfaction. Among them, effects of performance had the strongest impact. Expectation did not influence satisfaction but desire did.

• Journal of the Korean Home Economics Association
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• v.45 no.5
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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 Society of Clothing and Textiles
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• v.35 no.3
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• pp.281-291
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• 2011

This study investigates the influence of self-efficacy in purchasing clothes in the consumer satisfaction formation process. A survey was conducted on 300 adults living in the Seoul and Gyeonggi area and 231 completed questionnaires were used for analysis. The survey questionnaires measured the respondent's self-efficacy in purchasing clothes, expectation, perceived performance, expectation confirmation, and satisfaction level. The data were analyzed by moderated regression analysis. The results are as follows. First, for apparel products, perceived performance, and expectation confirmation have a direct effect on consumer satisfaction, while expectation has no direct effect on consumer satisfaction. This finding agrees with the results reported in a previous study on consumer goods with low ambiguity in assessing products and services including sneakers, underwear, cereals, and financial services. Second, the lower the self-efficacy in purchasing clothes, then the increased effect of the expectation confirmation that influences consumer satisfaction. However, the self-efficacy in purchasing clothes did not show any moderating effect on the perceived performance affecting the consumer satisfaction. The self-efficacy in purchasing clothes seems to have a moderating effect on the consumer satisfaction formation process by affecting the ambiguity in pre-purchase product assessment and not in post-purchase product evaluation.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.17 no.7
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• pp.245-255
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• 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 of Clothing and Textiles
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• v.16 no.4 s.44
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• pp.443-455
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• 1992

The purpose of this study is to verify the theoretical model on the clothing satisfaction. Research problems are as following; 1. To identify a causal model on the clothing satisfaction. 2. To examine the causal model by the brand levels. 3. To examine the causal model by the consumer characteristics. The empirical study of the above research problems is carried out by the longitudinal survey. The subjects selected for the final analysis are 362 women living in Seoul and Pusan. The results of our analysis are as following; 1. The main causal course of the clothing satisfaction is that the brand level and the consumer expectation $\rightarrow$ the expectation $\rightarrow$ the perceived performance ($\rightarrow$ the disconfirmation) $\rightarrow$ the clothing satisfaction. Those relevant variables explain $70\%$ of the clothing satisfac-tion variance. Especially, the influence of the perceived performance appears to be greater than that of the disconfirmation. 2. According to our analysis, the expectation influences the clothing satisfaction indirectly through the perceived performance. Especially, the normative expectation exhibits the contrast effect on the disconfirmation, while the predictive expectation exhibits the assimilation effect on the perceived performance. 3. The clothing satisfaction model differs by the brand levels (high price brand vs. moderate price brand) and by the consumer involvement levels (high involvement vs. low involvement). The relevant variables explain $65\%$ of the clothing satisfaction variance in the high price brand, while they explain $77\%$ in the moderate price brand. In the high involvement group, the relevant variables explain $78\%$ of the clothing satisfaction variance and $60\%$ in the low involvement group. In both involvement groups, the most critical direct variable is the perceived perfor-mance. In conclusion, we find that the clothing satisfaction can be explained by three constructs, the expectation, the perceived performance and the disconfirmation. The hypothesis that the two dimensions of the expectation explain the clothing satisfaction better is empirically supported in our study. Finally, we find that the clothing satisfaction models differ between two brand levels and consumer involvement levels.

• Journal of Families and Better Life
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• v.24 no.4 s.82
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• pp.11-24
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• 2006

The purpose of this study was to determine if expectation, performance, and disconfirmation are related to consumer satisfaction and behavioral intention. The major findings were as follows: First, among the four dimensions of the medical services, the level of consumer satisfaction was highest with 'doctors' and lowest with 'facilities' while the level of importance was highest with 'doctors' and lowest with 'medical systems' Second, ability to predict behavioral intention can best be improved with regression coefficient weights among the six measures of consumer satisfaction. Third, greater satisfaction was significantly associated with performance and disconfirmation while behavioral intention was significantly associated with expectations, performance, and discoufirmation.

• Journal of Families and Better Life
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• v.24 no.6 s.84
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• pp.17-31
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• 2006

The purpose of this study was to develop the model of consumer satisfaction with educational services in higher education on the basis of expectation-disconfirmatiom theory. The major findings were as follows : 1. The level of consumer satisfaction with educational services in higher education was low. Among the four dimensions of the educational services in higher education, the level of consumer satisfaction was the highest with 'education' and lowest with cost. 2. In the model of national university, the perceived performance of the core service, the disconfirmation of the core service, the perceived performance of the additional service, the disconfirmation of the additional service had a casual effect. The perceived performance of the additional service had the greatest casual effect among them. 3. In the model of private university, the perceived performance of the core service, the disconfirmation of the core service, the perceived performance of the additional service, the disconfirmation of the additional service had a casual effect. The perceived performance of the core service had the greatest casual effect among them.

• Journal of the Korean Society of Clothing and Textiles
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• v.16 no.3 s.43
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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.