Publication Type: Edited Book
EVALUATING SATISFACTION DISCREPANCIES BETWEEN BRAND EXPECTATIONS AND ACTUAL PRODUCT PERFORMANCE: EVIDENCE FROM INDIA’S TELEVISION MARKET
Book Name: Proceedings of International Conference on Engineering Materials and Sustainable Societal Development [ICEMSSD 2024]
Authors: Basu Chowdhury Subhajit, Paul Lodh Rupa, Majumder Sohom, Chakraborty Supratim, ,Chakraborty Ipsita, Dey Snehadri
Keywords: Brand Expectation, Expectancy Confirmation, Product Performance, Buyers’ Expectation, Emotional Satisfaction.
Area/Stream: Renewable & Sustainable Energy / Energy efficiency / Others
Published in: IIP Series
Volume: 4, Month:June,Year:2025
Page No.: 276-287
e-ISBN: 978-93-7020-967-1
DOI/Link: https://www.doi.org/10.58532/nbennurICEMSSD24
Abstract:
In case of durable goods, especially product like television, no satisfaction-dissatisfaction data are available. The customers buy televisions with some perceptions. Based on the past purchase experiences, they form some feelings or perceptions, how the brand will perform. This is known as brand expectation. After using the product, they develop perception about the actual performance of the brand. They then, compare their expectations and actual performance of the brand and have feelings of satisfaction and dissatisfaction regarding the brand. We had conducted the empirical research in the city of Kolkata, India and tried to find out the satisfaction and dissatisfaction outcomes based on the above comparison of TV buyers. We had used mall intercept survey on 509 sample television buyers in the city of Kolkata and suburbs, India. Sample respondents were drawn randomly and data so collected, were analyzed using SPSS software and our results show satisfaction in case of television purchasing. The feelings of actual performance in case of television buying were found to be greater than the feeling of expectation, with regard to product related attributes. The significant findings of the research were presented in the paper.
Cite this: Basu Chowdhury Subhajit, Paul Lodh Rupa, Majumder Sohom, Chakraborty Supratim, ,Chakraborty Ipsita, Dey Snehadri,"EVALUATING SATISFACTION DISCREPANCIES BETWEEN BRAND EXPECTATIONS AND ACTUAL PRODUCT PERFORMANCE: EVIDENCE FROM INDIA’S TELEVISION MARKET", Proceedings of International Conference on Engineering Materials and Sustainable Societal Development [ICEMSSD 2024],IIP Series, Volume 4, June, 2025, Page no.276-287, e-ISBN: 978-93-7020-967-1, DOI/Link: https://www.doi.org/10.58532/nbennurICEMSSD24
