Recent studies in the US and other developed countries have demonstrated that customer satisfaction is a key element for a profitable business. Much of this work has been done in developed nations. We wanted to know if a foreign-developed customer satisfaction model will hold in a developing South American nation having its own culture and going through basic stages of economic development. In particular, the present study provides an exploratory test of the validity of a general model that considers both confirmation of expectations and congruence of desires as drivers of satisfaction (Spreng and Olshavsky 1993) in Chile, using structural equations modeling.
Olavarrieta, S., Gutiérrez, A., & Zárate, A. (1999). The role of expectations and desires in customer satisfaction: a structural equation modeling application. Estudios De Administración, 6(1), 51–78. https://doi.org/10.5354/0719-0816.1999.56745