Perceived Performance in Satisfaction Research

Abstract

Most research in consumer satisfaction has included, at least conceptually, the concept of "perceived performance." Perceived performance is usually modeled as an antecedent of disconfirmation of some standard, and sometimes is included as a direct antecedent of satisfaction. Yet this concept is still unclear in satisfaction research. Many studies have not defined perceived performance, and measures of this construct are quite varied. In addition, some authors argue that performance measures are all that is needed in satisfaction research, while others argue that performance measures at best give a partial picture.