In recent years there has been disenchantment with the performance and relevance of customer satisfaction models in applied business contexts. An expected utility framework overcomes many of the weaknesses and provides a possible relevant solution. This paper applies a designed stated choice experiment to broadband services using a three-stage approach. The first stage sets product expectations and determines choices. The second stage introduces a product experience for one of the alternatives while the third stage asks respondents for a post experience choice between competing alternatives. The impact of expectations, performance and disconfirmation and satisfaction on future choices is estimated using a contingency tables and a binary logit model and contrasted with pre-experience choices. Overall, the actual performance of the broadband service is important in determining satisfaction with the service which in turn influences brand choice.
|Number of pages||11|
|Journal||International journal of business strategy|
|Publication status||Published - 2007|
- customer satisfaction
- expected utility
- consumer surveys
- logit models