earticle

영어

In the fierce competition among firms, there has been a close connection among service quality, customer perception, customer satisfaction. This study examined the influence of expectation, performance on expectation-disconfirmation in car after service. Additionally, this study explored connections between the expectation-disconfirmation and customer satisfaction. The results of this study show that the expectation and performance in car after service have a great influence on expectation disconfirmation degree. And also according to expectation disconfirmation degree, the level of customer satisfaction index is changed.