According to the expectancy disconfirmation model, satisfaction depends on a comparison of pre-purchase expectations to actual outcomes.

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The expectancy disconfirmation model posits that consumer satisfaction is determined by the discrepancy between a consumer's pre-purchase expectations and the actual performance of the product or service. If the actual experience exceeds expectations, positive disconfirmation occurs, leading to satisfaction. Conversely, if the experience falls short of expectations, negative disconfirmation happens, resulting in dissatisfaction.

According to the Expectancy Disconfirmation Model, Satisfaction Depends on a Comparison