In this study we showed that the relation between 'satisfaction' and 'loyalty' also depends on the age of the tenants. According to the expectation-disconfirmation-paradigm 6 , the rate of satisfaction is the result of the gap between actual performance and expectations. A high satisfaction, however does not always lead to loyalty. Younger households move out in spite of a high satisfaction. Elderly households on the contrary, are loyal because of a lack of supply of other suitable dwellings1. If a housing association would offer a suitable alternative, for example sheltered or assisted housing, even satisfied elderly tenants have a tendency to move, without leaving their housing association. A i r a n d I n d e p e n d e n c e 2. Henning-Thurau T, Hansen U. Relationship marketing: gaining competitive advantage through customer satisfaction and customer retention. Springer:Berlin 2000. ISBN 3540669426. 3. Thomassen J. [A Customer Steered Organisation--50 Methods and instruments for effective customer management] (in Dutch). Samson: Alphen aan de Rijn 2001. ISBN 901407185. 4. Dogge P, Smeets J, Vught C van. [Housed by Wooninc, still a quality product] (In Dutch). C l e a n

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Doevendans 1 has drawn a grim picture of the future of CREATE. CREATE aims at enhancing technology for older adults. The lack of confrontation with especially social aspects is assumed by Doevendans to lead to a misfit, unless corrected.

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