Service Satisfaction: An Empirical Analysis of Consumer Satisfaction in Financial Services |
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| Authors: | Kees Van Montfort ENNO MASUREL INGRID VAN RIJN |
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| Affiliation: | 1. Faculty of Economic Sciences , Business Administration and Econometrics of the Vrije Universiteit , Amsterdam, The Netherlands;2. Economic and Social lnstitute of the Vrije Universiteit , Amsterdam, The Netherlands;3. AC Nielsen New Zealand , Auckland, New Zealand |
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| Abstract: | 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. |
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