Determinants of Consumer Satisfaction/Dissatisfaction with the Performance of Apparel Products

Bibliographic Data

ID6061809
AuthorsH Jessie Chen‐yu (Virginia Tech, corresponding author), Gloria Williams (University of Minnesota), Doris H Kincade (0009-0004-9273-5086, Virginia Tech)
Year1999
Volume28
Issue2
Pages167-192
Publication date1999-12-01
Peer ReviewedYes
Open AccessYes
TypeARTICLE
VenueFamily and Consumer Sciences Research Journal (JOURNAL)
Journal identifiersISSN: 1077-727X • E-ISSN: 1552-3934
PublisherWiley (PUBLISHER • GB)
DOI10.1177/1077727x99282003
OpenAlexW2072086404
LanguageEN
Citations received1
References cited14

The purpose of the study was to investigate determinants of consumer satisfaction and dissatisfaction (CS/D) with the performance of apparel products at the purchase and productconsumption stages. An experimental design was used. The sample consisted of 120 students enrolled at a university located in a metropolitan area in the midwestern United States. Results showed that performance expectation was a significant determinant of CS/D at the purchase stage. Perception of product performance and confirmation or disconfirmation between perceived product performance and experience‐based norm were also significantly related to CS/D at purchase. Results indicated that the perception of product performance and confirmation or disconfirmation between perceived product performance and expectation held during purchase were also significant determinants of CS/D at the product‐consumption stage. CS/D at purchase was also significantly related to CS/D at the product‐consumption stage

Advertising · Business · Clothing · Consumer satisfaction · Customer satisfaction · Geography · Consumer Behavior in Brand Consumption and Identification · Consumer Retail Behavior Studies · Customer Service Quality and Loyalty · Psychology · Marketing

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