Determinants of Consumer Satisfaction/Dissatisfaction with the Performance of Apparel Products

Abstract

The purpose of the study was to investigate determinants of consumer satisfaction and dissatisfaction (CS/D) with the performance of apparel products at the purchase and productconsumption stages. An experimental design was used. The sample consisted of 120 students enrolled at a university located in a metropolitan area in the midwestern United States. Results showed that performance expectation was a significant determinant of CS/D at the purchase stage. Perception of product performance and confirmation or disconfirmation between perceived product performance and experience‐based norm were also significantly related to CS/D at purchase. Results indicated that the perception of product performance and confirmation or disconfirmation between perceived product performance and expectation held during purchase were also significant determinants of CS/D at the product‐consumption stage. CS/D at purchase was also significantly related to CS/D at the product‐consumption stage.

Unpleasant market experience and consumer complaint behavior

“…While, in other study relate consumer dissatisfaction directly to product or performance expectation. Chen-Yu, Williams and Kincade (1999) in his study showed that performance expectation was a significant determinant of consumer dissatisfaction or satisfaction at the purchase stage. Hence, consumer dissatisfaction is seriously resulted from the discrepancy between expected and realized performance and dissatisfaction with an attribute which often arises from poor business practices (Adamson, 1991;Schouten and Van Raiij, 1990).…”

Relooking Antecedents to Consumer Dissatisfaction through the Virtual Cosmos

“…The current literature focuses extensively on the expectancy-disconfirmation framework for explaining consumer satisfaction and dissatisfaction which states that if product expectation meets performance then there is conformance otherwise there is disconfirmation (Churchill & Surprenant, 1982). An empirical study carried out with regard to performance of apparel products in a university setting showed that performance expectation was a significant determinant of consumer satisfaction or dissatisfaction (Chen-Yu, Williams, & Kincade, 1999).…”

Consumers’ perception of the functional and symbolic performance failure of major electrical household appliances

“…In the majority of studies using the confirmation/ disconfirmation paradigm, expectations are theorised as the standard or baseline for evaluating the quality of product performance (Chen-Yu et al, 1999). Woodruff et al (1983) suggest that consumers often have experiences beyond the product that they have actually purchased and used.…”

“…Refer to Figure 1. Whereas confirmation occurs when a product performs as expected, contributing to satisfaction or indifference (neutral feelings), positive or negative disconfirmation arises from discrepancies between prior expectations and actual performance, respectively leading to satisfaction and dissatisfaction (Swan & Combs, 1976;Oliver & DeSarbo, 1988;Chen-Yu et al, 1999;Steward in Ndubisi & Ling, 2006).…”

“…when a performance failure occurs or when the product performs poorly), negative disconfirmation occurs, leading to feelings of dissatisfaction. The traditional disconfirmation of expectations paradigm has been widely used in marketing literature to explain how consumers reach decisions concerning their satisfaction/dissatisfaction (Oliver & DeSarbo, 1988;Chen-Yu et al, 1999;Steward in Ndubisi & Ling, 2006).…”