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Customer based Discrepancy Theory (view source)
Revision as of 23:47, 27 March 2016
, 23:47, 27 March 2016no edit summary
== Customer based Discrepancy Theory ==
== Customer based Discrepancy Theory ==
The basis of discrepancy theory–derived satisfaction is the cognitive comparison on the part of an individual. A comparison requires that each individual establish an anchor, have a context-dependent state of nature to compare to the anchor, realize individual expectations or perceptions of both the anchor and state of nature, and judge these with a (potentially) complex relationship that determines how satisfaction
is derived from the two components (anchor and state of nature).<ref name=":0">''Dwivedi, Y. K., Wade,
M. R., & Schneberger, S. L. (Eds.). (2011). Information Systems Theory:
Explaining and Predicting Our Digital Society (Vol. 1). Springer Science &
Business Media''.''')'''</ref>
Customer satisfaction with IS, this is a stream of research draws from both marketing and management disciplines.Satisfaction is considered by many researchers to be the effect of a judgment of the difference between what is expected or desired compared to what is actually experienced about a product or service . Discrepancy theory research, is the study of this difference between an a prior state and subsequent perception.<ref name=":0" />
== Acronym ==
The literature in consumer satisfaction provides a general framework for the examination of how perceptions of delivery and expectations can impact user satisfaction . Consumer satisfaction is commonly defined as a “post-choice evaluation which varies along a hedonic continuum from unfavorable to favorable, in terms of whether or not the experience of a specific purchase was at least as good as it was supposed to be”. <ref name=":0" />
User satisfaction has been measured in terms of attitude , perceived information value and quality, and perceived improvements in decision-making effectiveness.<ref name=":0" />
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== Main dependent constructs/factors ==
== Main dependent constructs/factors ==
Customer satisfaction and User satisfaction.
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== Main independent construct(s)/factor(s) ==
== Main independent construct(s)/factor(s) ==
Manipulated expectations, Manipulated performance, Perceived performance, Perceived Expectations, Dis-conformation (or) Confirmation of expectations.
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== Diagram/schematic of theory ==
== Diagram/schematic of theory ==
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