Difference between revisions of "Customer based Discrepancy Theory"
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== 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" /> | |
| − | = | + | 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. | |
---- | ---- | ||
== 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. | |
---- | ---- | ||
== Diagram/schematic of theory == | == Diagram/schematic of theory == | ||
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Revision as of 23:47, 27 March 2016
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).[1]
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.[1]
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”. [1]
User satisfaction has been measured in terms of attitude , perceived information value and quality, and perceived improvements in decision-making effectiveness.[1]
Main dependent constructs/factors
Customer satisfaction and User satisfaction.
Main independent construct(s)/factor(s)
Manipulated expectations, Manipulated performance, Perceived performance, Perceived Expectations, Dis-conformation (or) Confirmation of expectations.