A Comparison of Current Models of Consumer Satisfaction/Dissatisfaction


  • Sunil Erevelles The Ohio State University
  • Clark Leavitt The Ohio State University


There has been much literature in consumer satisfaction/dissatisfaction in the last decade. Various models have been used to explain the construct for different consumption situations and different products. While a very respectable research base exists in the area, it is sometimes unclear which model is best applicable and suited for a particular situation. This paper compares the important models that have been developed in recent literature. Important theories underlying each model and major characteristics of the models are critically examined. Major developments in the models, and the applicability of each model to different situations, along with their strengths and weaknesses are discussed.