Customer satisfaction: contrasting academic and consumers’ interpretations

Parker, Cathy and Mathews, Brian P. (2001) Customer satisfaction: contrasting academic and consumers’ interpretations. Marketing intelligence & planning, 19 (1). pp. 38-44. ISSN 0263-4503

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Abstract

The term satisfaction is a very important concept in marketing and is central to many definitions. This paper seeks to examine what this term means to the public at large. It explores the various definitions of satisfaction within the literature. The empirical results derive from individuals’ own interpretation and definition of the term satisfaction, as well as evaluation of their definitions. Finds that most people cited several definitions of satisfaction, illustrating that it is a multifaceted concept. The most common interpretations reflect the notion that satisfaction is a feeling which results from a process of evaluating what was received against that expected, the purchase decision itself and/or the fulfilment of needs/wants. It also finds that the particular interpretation is affected by contextual issues, such as whether it is a product or service under consideration. Implications for consumer satisfaction measurement and interpretation are discussed.