According to the expectancy disconfirmation model, satisfaction depends on:
A) consumption experiences
B) understanding competitor's customers
C) a comparison of pre-purchase expectations to actual outcomes
D) reinforcing the attitudes of current customers
E) All of the above.

Question

Quizplus · Accepted Answer

The expectancy disconfirmation model posits that satisfaction is determined by the discrepancy between a customer's pre-purchase expectations and the actual performance or outcome of the product or service. If the actual experience meets or exceeds expectations, satisfaction is likely to occur; if it falls short, dissatisfaction may result.

According to the Expectancy Disconfirmation Model, Satisfaction Depends On