Masters Theses

Date of Award

8-1992

Degree Type

Thesis

Degree Name

Master of Science

Major

Textiles, Retail, and Consumer Sciences

Major Professor

Mary Francis Drake

Committee Members

Larry Wadsworth, JinKook Lee

Abstract

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.

Download
Files over 3MB may be slow to open. For best results, right-click and select "save as..."

Share

COinS