Understanding the structure of consumers’ satisfaction evaluations of service delivery

Journal of the Academy of Marketing Science · 1991 · Volume 19 · Issue 3

Abstract

This paper examines the current state of the literature concerning thestructure(i.e., conceptualization, taxonomy, and operationalization) of consumers’ satisfaction evaluations of a service delivery. In particular, relevant research in medical sociology, community health and marketing is reviewed. In so doing, advances as well as gaps in our current understanding of satisfaction evaluations are delineated. Drawing upon the services marketing, social psychology, and organizational theory literatures, we propose a hypothesis for the multiobject conceptualization of the satisfaction construct. This fills a major gap in previous research. Using data collected from four metropolitan areas, this hypothesis is subjected to empirical verification. Competing hypotheses are explicity considered. The proposed conceptualization is also tested for convergent, discriminant, and nomological validity. Overall, the results support a multidimensional-multiobject model of the satisfaction construct. However, the objects are the major source of variation in satisfaction evaluations, accounting for about 61% of the total variance. In addition, objectbased evaluations yield evidence of convergent, discriminant, and nomological validity. Implications for research into the structure of satisfaction evaluations for health care delivery in particular, and for multidyadic services in general, are discussed.

Keywords

Satisfaction Evaluation, Weight Little Square, Consumer Satisfaction, Service Encounter, Insurance Provider

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