Multisource effects on the satisfaction formation process
Diane Haistead, David Hartman, Sandra L. Schmidt
Journal of the Academy of Marketing Science · 1994 · Volume 22 · Issue 2
Abstract
Customer satisfaction research is integrated with research on higher education in developing a model of alumni satisfaction with college education. The model proposes that alumni satisfaction with higher education is a function of two performance and disconfirmation attributes: intellectual environment and employment preparation. The model was tested among 475 alumni of a major Eastern undergraduate business school and demonstrates the advantage of modeling the disconfirmation paradigm with multiple sources of satisfaction.
Keywords
Customer Satisfaction, Consumer Research, Consumer Satisfaction, Comparison Standard, Root Mean Square Residual
Enable JavaScript for citation tools and additional paper interactions.