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

Business customers' satisfaction: What happens when suppliers downsize?

“…Also, while the ASCI model examines relationships in primarily business-toconsumer contexts, our investigation focuses exclusively on business-to-business contexts. Alternative models used to measure customer satisfaction also are found in the literature (e.g., Cronin & Morris, 1989;Van Montfort, Masurel, & Van Rijn, 2000;Vilares & Coelho, 2003;Homburg et al, 2002;Smith, Bolton, & Wagner, 1999). Based on these prior works, appropriate items and scales were identified for use in measuring the constructs of interest in this study (see Appendix A).…”

Consumer Food Satisfaction: Fulfillment of Expectations or Evaluation of Performance?

“…In addition, Spreng and Mackoy (1996) and Montfort et al (2000), among others, found that expectations had a direct influence on perceptions of performance. Performance has been recognized to have a direct effect on satisfaction (e.g., Oliver & DeSarbo, 1988;Montfort et al, 2000).…”

“…Performance has been recognized to have a direct effect on satisfaction (e.g., Oliver & DeSarbo, 1988;Montfort et al, 2000). Szymanski and Henard (2001) propose that "modeling performance as a separate predictor of satisfaction follows directly from the notion of value-percept diversity; that is, customers are likely to be more satisfied with the offering as the ability of the offering to provide consumers what they need, want, or desire increases relative to costs incurred" (p. 17).…”

“…Facing a near-saturated food market, being the case in most Western countries, food managers must find new ways to differentiate themselves from other suppliers and thereby seek to create satisfaction, or even loyalty, toward their own services. Figure 1 displays a graphic representation of the basic expectancydisconfirmation model (e.g., Montfort et al, 2000), with the extension of the "repeat purchase" variable. …”

International student adjustment : does the size of the population dictate the experience?

“…Studies have shown that a participant's expectations, even when studied after the phenomenon has taken place, often play a significant role in shaping the participant's experience (Krentler & Appleton-Knapp, 2006;Reisig & Chandek, 2001;Montfort, Masurel, & Rijn, 2000).…”