Post-purchase Satisfaction Research Articles

Consumer Satisfaction as a Process

ABSTRACT This study focuses on the export of higher education as a marketing challenge, with overseas students representing the customers, and universities the providers of a professional service. In doing so, we examine (dis)satisfaction as an evaluation process at four points in time (prior to and following the act of purchase), rather than as a static dependent variable. The theoretical basis for this study is the Disconfirmation of Expectations model, which posits that perceived gaps between pre-purchase expectations and product (service) performance lead to differential levels of post-purchase satisfaction. The study involved in-depth interviews with undergraduate and graduate overseas students at the University of Wollongong, in Australia. Some of the major findings were: (1) students have well defined expectations along four major dimensions: “learning well-being,” “social well-being,” “economic well-being,” and “personal well-being”; (2) there was evidence that the three key variables (expectation...

Defining Competitive Sets of Hotel Brands Through Analysis of Customer Brand Switching

Identification of a lodging brand's competitive set is a necessary prerequisite to the formulation of effective marketing strategies. The authors use analytical techniques established in empirical studies of consumer packaged goods markets to analyze market share and brand switching. They show, for the first time, that competitive sets of hotel brands can be characterized in terms of consumer characteristics such as usage context and level, post-purchase satisfaction and demographic measures. The implications of the results for the formulation of marketing strategy are discussed.

Overseas Students in Australia:

This study focuses on the export of higher education as a marketing challenge, with oversease students representing the customers, and universities the providers of a professional service. The theoretical basis for this study is the Disconfirmation of Expectations model, which posits that perceived gaps between pre-purchase expectations and product performance lead to differential levels of post-purchase satisfaction. The study involved in-depth interviews with undergraduate and graduate oversease students at the University of Wollongong. Some of the major findings were: (1) students have well-defined expectations along four major dimensions: learning well-being, social well-being, economic well0being, and personal well-being; (2) pre-arrival expectations are adjusted in line with reality as time passes; and (3)the major determinant of satisfaction appears to be the learning well-being dimension.

Purchase Involvement of New Car Buyers: A Descriptive Study

The purchase of a new automobile is often cited as the quintessence of a high involvement purchase decision; the financial risks and personal relevance of the purchase dictate that car buyers put forth much effort before making a decision. In this research such efforts as dealers shopped, brands shopped, and information sources used are studied in a large sampleof new car buyers in West Virginia.The purchase behavior of respondents in this study seems more like low involvement than high involvement. Little physical searching was reported and limited use of secondary information was evidenced. The author ssuggest that for some purchases another category ofinvolvement may apply, “ultra”‐involvement, a term coined herein. Ultra‐involvement centers on continuous attention to communications for certain product categories that are extremely important to people. When such consumers begin an intentional search it may superficially resemble low involvement because of previouson going information processing in that product category. Post purchase satisfaction was also explored in this study. While conventional wisdom and most buyer behavior theory suggests that greater effort usually results in more satisfaction, the results revealed no relationship between levels of effort and post purchase satisfaction. This finding is consistent with most earlier new car buyer studies.

Post-purchase product satisfaction: Incorporating the effects of involvement and time

Post-purchase product satisfaction: Incorporating the effects of involvement and time

Improving postpurchase satisfaction in industrial distribution channels

Factors significant to postpurchase satisfaction among buyers of industrial installations are identified in this article. From data provided by 95 industrial equipment buyers, seven factors are investigated for their potential impact on postpurchase satisfaction. One factor, perceived ability of the equipment to attract new customers to the buying organization, was found to dominate postpurchase feelings of equipment buyers. Quality of repair service had a minor effect on postpurchase satisfaction. Manufacturer training programs relating to equipment use and application were also relevant, but only if ability to attract new customers was absent. No other factor made a significant impact on buyer satisfaction.

Bargaining process as a determinant of postpurchase satisfaction.

Bargaining process as a determinant of postpurchase satisfaction.

Bargaining process as a determinant of postpurchase satisfaction.

Bargaining process as a determinant of postpurchase satisfaction.

The Cognitive Dissonance Model as a Predictor of Customer Satisfaction Among Camper Owners

In the research reported here, the cognitive dissonance model was used as an approach to the investigation of post-purchase satisfaction levels among owners of a major leisure product—campers. Resp...

The Automobile Buyer after the Purchase

Customer satisfaction after the purchase is a key factor in brand loyalty. Marketing managers are becoming keenly interested in how a new purchaser feels after buying. In this study, an analysis is made of how a new car buyer feels about his purchase after it is completed. What factors determine the reactions of a customer when he begins living with his new car? This article explores the effect of customers’ personalities in relation to salesmen's persuasion attempts upon consumers’ post-purchase satisfaction.

The Automobile Buyer after the Purchase

Customer satisfaction after the purchase is a key factor in brand loyalty. Marketing managers are becoming keenly interested in how a new purchaser feels after buying. In this study, an analysis is made of how a new car buyer feels about his purchase after it is completed. What factors determine the reactions of a customer when he begins living with his new car? This article explores the effect of customers’ personalities in relation to salesmen's persuasion attempts upon consumers’ post-purchase satisfaction.