A Study on Customer Satisfaction across Information Search Behavior Typology

This study investigates customer satisfaction based on a typology of consumer search behavior. The findings demonstrate that the type of consumer as defined by whether and how they search for information (passive, rational-active, and relational-dependent) has different level of satisfaction. Rational-active and relational-dependent consumers are found to be the dominant consumer types who actively search for information before purchasing a product and thus perceive a higher level of satisfaction than do passive consumers. The identification of satisfaction within each type of consumer provides a reason for customers to repurchase the same product, or recommend it to other people. As a result, companies will be able to achieve an increase in profitability. Recommendations for companies and future research directions are presented.

Download Full-text

Consumers' Prior Experiences and Perceptions in Auto Repair Choice

Journal of Marketing ◽

10.1177/002224298304700309 ◽

1983 ◽

Vol 47 (3) ◽

pp. 82-91 ◽

Cited By ~ 9

Author(s):

Gabriel J. Biehal

Keyword(s):

Information Search ◽

Regression Models ◽

Search Behavior ◽

Future Research ◽

Linear Regression Models ◽

Research Directions ◽

Determining Factors ◽

Managerial Implications ◽

Future Research Directions ◽

Prior Experiences

A survey examined information search for auto repair services and its determining factors. As in other decision contexts, external search was limited. Linear regression models found that consumers' prior experiences were a major determinant of search behavior. Managerial implications and future research directions are briefly discussed.

Download Full-text

Pre-purchase information search and consumer satisfaction: Replication and extension

South African Journal of Business Management ◽

10.4102/sajbm.v17i4.1061 ◽

1986 ◽

Vol 17 (4) ◽

pp. 220-224

Author(s):

D. Rousseau

Keyword(s):

Information Search ◽

Consumer Satisfaction ◽

Future Research ◽

Eastern Cape ◽

Market Place ◽

Research Directions ◽

Search Behaviour ◽

Determining Factors ◽

Future Research Directions ◽

Using Data

In this paper the author examines consumer satisfaction with major household appliances and its determining factors. Hypotheses relating to pre-purchase information search and product satisfaction as well as previous satisfactory store experiences and subsequent repurchase behaviour are proposed and empirically tested using data from 55 consumers who patronized a large eastern Cape hypermarket. Results imply that product satisfaction is more related to market place variables than actual search behaviour. Repeat shopping intentions are associated with previous shopping experiences at the particular store which also contributes to product satisfaction. Marketing implications and future research directions are briefly discussed.

Download Full-text

Pre-purchase information search and consumer satisfaction

SA Journal of Industrial Psychology ◽

10.4102/sajip.v12i2.451 ◽

1986 ◽

Vol 12 (2) ◽

Author(s):

D. Rousseau

Keyword(s):

Information Search ◽

Consumer Satisfaction ◽

Future Research ◽

Eastern Cape ◽

Market Place ◽

Research Directions ◽

Search Behaviour ◽

Household Appliances ◽

Future Research Directions ◽

Using Data

This survey examines the factors which determine consumer satisfaction with major household appliances. Hypotheses relating to pre-purchase information search, and product satisfaction as well as previous satisfactory store experience and subsequent repurchase behaviour are proposed and empirically tested, using data obtained from 55 consumers who patronized a large Eastern Cape hypermarket. Results indicate that product satisfaction is related more to market place variables than actual search behaviour. Repeat shopping intentions are associated with previous shopping experiences at the particular store, while the latter also contribute to product satisfaction. Marketing implications and future research directions are briefly discussed. Opsomming Hierdie studie ondersoek verbruikerstevredenheid met groter huishoudelike toebehore en die aanleidende oorsake daarvan. Hipoteses wat die verband tussen voorafinligtinginwinningsaktiwiteit en produktevredenheid ondersoek, asook vorige bevredigende winkelondervindings en gevolglike heraankoopgedrag, is empirics getoets met 'n steekproef van 55 verbruikers in 'n groot hipermark in die Oos-Kaap. Die resultate suggureer dat produktevredenheid meer verband hou met markplek-verwante veranderlikes as met inligtingsinwinninggedrag. Herhaalde koopvoornemens is geassosieer met vorige bevredigende koopervarmgs by die betrokke winkel terwyl laasgenoemde ook bydra tot produktevredenheid. Bemarkingsimplikasies en toekomstige navorsingsriglyne word ook kortliks bespreek.

Download Full-text