Product Performance and Consumer Satisfaction: A New Concept

Abstract

EVEN though knowledge of the processes that may determine consumer satisfaction should be of interest to both marketing theorists and practitioners, the topic has received little attention in the literature. A growing number of studies have analyzed perceived product performance and expectations, but they have not considered the relationships between expectations, performance, and satisfaction.' In addition, it is seldom clear which general dimensions of product performance are important to the consumer and how these dimensions are related to satisfac-