Disconfirmation Paradigm

The Disconfirmation Paradigm explains how people evaluate their satisfaction with a product or service. It suggests that satisfaction depends on the difference between what they expected and what they actually experienced. If their expectations are met or exceeded, they feel satisfied. If the experience falls short of expectations, they feel disappointed. Conversely, if the experience surpasses expectations, they feel pleased. This model helps businesses understand the importance of managing customer expectations and delivering consistent experiences to ensure positive perceptions and loyalty.