Modeling the determinants of customer satisfaction for business-to-business professional services
Paul G. Patterson, Lester W. Johnson, Richard A. Spreng
Journal of the Academy of Marketing Science · 1997 · Volume 25 · Issue 1
Abstract
This research empirically examines for the first time the determinants of customer satisfaction or dissatisfaction (CS/D) in the context of business professional services. The simultaneous effect of key CS/D constructs (expectations, performance, and disconfirmation) and several variables—fairness (equity), purchase situation (novelty, importance, and complexity)—and individual-level variables (decision uncertainty and stakeholding) are examined in a causal path framework. Data were obtained from a two-stage longitudinal survey of client organizations. The results indicated substantial support for the hypothesized model. The effect of purchase situation and individual-level variables (via their indirect affects) rivals that of disconfirmation and expectations in explaining CS/D. Performance was found to affect CS/D directly but not as powerfully as disconfirmation.
Keywords
Customer Satisfaction, Consumer Research, Business Service, Consumer Satisfaction, Repurchase Intention
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