Mormer, Elaine
(2013)
APPLICATION OF THE EXPECTANCY-DISCONFIRMATION MODEL IN THE PREDICTION OF HEARING AID USER SATISFACTION.
Doctoral Dissertation, University of Pittsburgh.
(Unpublished)
Abstract
The relationship between expectations and satisfaction, across a variety of products and services, has been documented in consumer and health care literature. The expectancy-disconfirmation model of satisfaction has grown out of this work. This model proposes that the size of difference between a consumer's expectation and perception of a product or experience (disconfirmation) is predictive of the resulting satisfaction. This model has been empirically tested and shown to predict satisfaction in health care settings such as vision correction, hospital stays, and pharmacy purchases as well as in consumer services and purchases. Results from a study of the expectancy-disconfirmation model suggest that disconfirmation might be a strong predictor of satisfaction in Chinese first-time hearing aid users.
This topic is relevant to hearing health care and health care in general, at the conceptual and the clinical level. Patient satisfaction leads to increased patient compliance with the procedures or interventions offered, leading to better treatment outcomes. Patient satisfaction has an important influence on utilization patterns and on patients’ responses to the care given. Many treatment outcomes, particularly those associated with hearing aid use, are dependent on a high level of patient compliance. As clinicians seek to attain optimal treatment outcomes, which should include improved quality of life; it is legitimate to pursue patient satisfaction as a prerequisite goal.
One component of this study was to develop a reliable hearing aid disconfirmation measurement instrument that could be used to investigate the relationship between disconfirmation and satisfaction in first time purchasers of hearing instruments in the United States. Further research questions addressed more specific aspects of that relationship.
Results indicated that disconfirmation is a strong predictor of satisfaction in first time hearing aid users. The perception of hearing aid performance and the disconfirmation contribute heavily to satisfaction, and seem to carry similar weighting. The use of self-report measures in hearing aid outcomes appears to be immune to the bias posed by socially desirable responding.
This study provides the first empirical evidence that the expectancy-disconfirmation model of satisfaction can be applied to the study of satisfaction in first time hearing aid purchasers in the United States.
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Details
| Item Type: |
University of Pittsburgh ETD
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| Status: |
Unpublished |
| Creators/Authors: |
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| ETD Committee: |
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| Date: |
22 January 2013 |
| Date Type: |
Publication |
| Defense Date: |
19 October 2012 |
| Approval Date: |
22 January 2013 |
| Submission Date: |
7 December 2012 |
| Access Restriction: |
No restriction; Release the ETD for access worldwide immediately. |
| Number of Pages: |
184 |
| Institution: |
University of Pittsburgh |
| Schools and Programs: |
School of Health and Rehabilitation Sciences > Communication Science and Disorders |
| Degree: |
PhD - Doctor of Philosophy |
| Thesis Type: |
Doctoral Dissertation |
| Refereed: |
Yes |
| Uncontrolled Keywords: |
disconfirmation, hearing aid satisfaction, hearing loss |
| Date Deposited: |
22 Jan 2013 15:00 |
| Last Modified: |
22 Apr 2024 18:42 |
| URI: |
http://d-scholarship.pitt.edu/id/eprint/16982 |
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