Satisfaction : expectation, post-purchase attitude, and post-purchase intention

The main objective of this study was to provide continuing information of the influences among these four variables: expectation, satisfaction, post-purchase attitude, and post-purchase intention. A sample of 652 respondents returned, by mail, an initial questionnaire attached to insulated jackets and gloves as hang-tags in eight East Tennessee retail stores. The respondents were then mailed a follow-up questionnaire which had an 86% response rate. Discriptive statistics, multiple linear regression analysis, and t-tests were used to analyze the data. Each of the four hypotheses were supported. Findings included evidence of positive relationships existing between the following variables: 1) expectation and satisfaction, 2) satisfaction and post-purchase attitude, 3) post-purchase attitude and post-purchase intention, and 4) satisfaction and post-purchase intention. These findings lend support for Richard Oliver's (1980a) Cognitive Model Of The Antecedents And Consequences Of Satisfaction Decisions, which was the theoretical framework for this thesis.