Expectation Disconfirmation, Ideal Point and Kano Models of Customer Satisfaction: A Comparison
This article compares three customer satisfaction models: expectation disconfirmation, ideal point, and Kano. It depicts the details of the three types of satisfaction stochastic models. A beauty shop's e-commerce database is used as empirical data for parameter estimates and model comparisons...
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| Format: | Article |
| Language: | English |
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Universitas Islam Negeri (UIN) Sunan Gunung Djati Bandung, Faculty of Social and Political Sciences, Centre for Asian Social Science Research (CASSR), Faculty of Social and Political Sciences
2024-03-01
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| Series: | Journal of Asian Social Science Research |
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| Online Access: | https://cassr.net/jassr/index.php/jassr/article/view/79 |
| _version_ | 1797234445528334336 |
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| author | Hui-Hsin Huang |
| author_facet | Hui-Hsin Huang |
| author_sort | Hui-Hsin Huang |
| collection | DOAJ |
| description |
This article compares three customer satisfaction models: expectation disconfirmation, ideal point, and Kano. It depicts the details of the three types of satisfaction stochastic models. A beauty shop's e-commerce database is used as empirical data for parameter estimates and model comparisons. The model calibration uses both root-mean-square deviation (RMSD) and the Chi-square test. The results demonstrate that the expectation disconfirmation model has the maximum fitness in the RMSD index, but the lowest goodness of fit in the Chi-square test. In contrast, the ideal point model produces opposite findings on the RMSD index and the Chi-square test. The expectation model, which has a larger number of parameters than the other two models, can be used for elastic changes to explain varied situational elements of pleasure, but it also requires more data to be stable. However, the ideal point model has a simpler structure than the other two models. There is only one parameter to estimate, which makes it easy to apply. However, it is less accurate than the other two models when measuring dynamic satisfaction.
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| first_indexed | 2024-04-24T16:32:11Z |
| format | Article |
| id | doaj.art-eedb7e3c9abb41baaaf7639551f3895a |
| institution | Directory Open Access Journal |
| issn | 2721-9399 2721-9593 |
| language | English |
| last_indexed | 2024-04-24T16:32:11Z |
| publishDate | 2024-03-01 |
| publisher | Universitas Islam Negeri (UIN) Sunan Gunung Djati Bandung, Faculty of Social and Political Sciences, Centre for Asian Social Science Research (CASSR), Faculty of Social and Political Sciences |
| record_format | Article |
| series | Journal of Asian Social Science Research |
| spelling | doaj.art-eedb7e3c9abb41baaaf7639551f3895a2024-03-29T23:15:49ZengUniversitas Islam Negeri (UIN) Sunan Gunung Djati Bandung, Faculty of Social and Political Sciences, Centre for Asian Social Science Research (CASSR), Faculty of Social and Political SciencesJournal of Asian Social Science Research2721-93992721-95932024-03-015210.15575/jassr.v5i2.79Expectation Disconfirmation, Ideal Point and Kano Models of Customer Satisfaction: A Comparison Hui-Hsin Huang0Associate Professor,Department of Advertising &Public Relations, Fu Jen Catholic University This article compares three customer satisfaction models: expectation disconfirmation, ideal point, and Kano. It depicts the details of the three types of satisfaction stochastic models. A beauty shop's e-commerce database is used as empirical data for parameter estimates and model comparisons. The model calibration uses both root-mean-square deviation (RMSD) and the Chi-square test. The results demonstrate that the expectation disconfirmation model has the maximum fitness in the RMSD index, but the lowest goodness of fit in the Chi-square test. In contrast, the ideal point model produces opposite findings on the RMSD index and the Chi-square test. The expectation model, which has a larger number of parameters than the other two models, can be used for elastic changes to explain varied situational elements of pleasure, but it also requires more data to be stable. However, the ideal point model has a simpler structure than the other two models. There is only one parameter to estimate, which makes it easy to apply. However, it is less accurate than the other two models when measuring dynamic satisfaction. https://cassr.net/jassr/index.php/jassr/article/view/79Customer satisfactionexpectation disconfirmation modelideal point modelKano model |
| spellingShingle | Hui-Hsin Huang Expectation Disconfirmation, Ideal Point and Kano Models of Customer Satisfaction: A Comparison Journal of Asian Social Science Research Customer satisfaction expectation disconfirmation model ideal point model Kano model |
| title | Expectation Disconfirmation, Ideal Point and Kano Models of Customer Satisfaction: A Comparison |
| title_full | Expectation Disconfirmation, Ideal Point and Kano Models of Customer Satisfaction: A Comparison |
| title_fullStr | Expectation Disconfirmation, Ideal Point and Kano Models of Customer Satisfaction: A Comparison |
| title_full_unstemmed | Expectation Disconfirmation, Ideal Point and Kano Models of Customer Satisfaction: A Comparison |
| title_short | Expectation Disconfirmation, Ideal Point and Kano Models of Customer Satisfaction: A Comparison |
| title_sort | expectation disconfirmation ideal point and kano models of customer satisfaction a comparison |
| topic | Customer satisfaction expectation disconfirmation model ideal point model Kano model |
| url | https://cassr.net/jassr/index.php/jassr/article/view/79 |
| work_keys_str_mv | AT huihsinhuang expectationdisconfirmationidealpointandkanomodelsofcustomersatisfactionacomparison |