Service Satisfaction: An Empirical Analysis of Consumer Satisfaction in Financial Services

Kees Van Montfort, Enno Masurel and Ingrid van Rijn

The Service Industries Journal, 2000, vol. 20, issue 3, 80-94

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.

Date: 2000
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Citations: View citations in EconPapers (5)

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Persistent link: https://EconPapers.repec.org/RePEc:taf:servic:v:20:y:2000:i:3:p:80-94

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DOI: 10.1080/02642060000000033

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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