An exploration of the cognitive-affective model of satisfaction in a shopping context: A test of competing models

Abstract

The objective of this study is to develop a model of satisfaction in a retail shopping context, integrating the stimuli (S)-organism (O)-response (R) paradigm and satisfaction model. The study proposed two alternative models of satisfaction, which suggest that (1) satisfaction is created by emotional reaction to the mall and disconfirmation of the expectation separately (affect independent model) or (2) satisfaction comes from the emotions generated by disconfirmation of the expectation of the mall (affect-mediating model). The results support the affect independent model. Two retail attribute factors – Ambient and Variety – have direct influences on both affective and cognitive responses.

Keywords:

• satisfaction
• cognitive-affective model
• shopping environment

Acknowledgements

This research project was partially funded by California State Polytechnic University, Pomona RSCA grant.