by Cardozo (1965). Reisinger and Tu

by Cardozo (1965). Reisinger and Turner (2003), said that satisfaction is related to expectations and travel experience, with comparison of the experience and expectations, feeling of satisfaction, the customer is satisfied; the other hand, the resulting discontent, and vice versa. As for the possibility of revisiting, is relevant with overall customer satisfaction.
When performances are below expectations, the disconfirmation is negative, which means customers are dissatisfied; when performances equal to expectations, customers are satisfied; when performances outperform expectations, the disconfirmation is positive, and customers are particularly satisfied. Therefore, the influences of satisfaction primarily are cognitive performance, expectations, and disconfirmation, but other factors are still many.
PZB Service Quality Model
Among the relevant literature on discussion of service quality, scholars define service quality as results between customer expectations for service and comparison after service performance. Sasser et al. (1978) stated that the service standards and service quality is similar to the concept of customer service, which is the level and degree of internal and external benefits for customers, can be divided into expected service levels and cognitive service levels. Churchill and Suprenant (1982) proposed that service quality is the customer satisfaction with the services, depending on the differences between actual service and original expectations.
Parasuraman et al. (1985) proposed "service quality gap model (Gap model)", is widely adopted related service quality models , it is posited that the service quality is determined by gap between customer expectations beforehand and afterwards cognitive impact. The influential factors are external communication, personal needs, reputation and past experience and others. As for customer awareness after receiving the service, is affected by the service provider, impact of the service delivery process and marketing. Investigating managers and customers in credit cards, securities business, banking, product maintenance by using depth interviews, discovered the existence of a gap between customer expectations and actual experience of service, the study resulted in the famous "PZB service quality model", as shown in Figure 1.

結果 (繁體中文) 1:

由卡多佐 （1965 年）。軟體和特納 （2003 年），說與期望有關滿意度和旅行的經驗，比較的經驗和期望、 滿意的感覺，客戶滿意;另一方面，由此造成的不滿，反之亦然。審查的可能，對於相關的總體客戶滿意度。當表現低於預期，驗是消極的這意味著客戶不滿意;當表演等於期望，客戶的滿意程度;當表演表現得比預期，驗是積極的而客戶是特別滿意。因此，滿意度的影響主要是認知能力、 期望和整合，但其他因素仍然很多。PZB 服務品質模型之間相關的文獻，對服務品質問題的探討，學者之間客戶對服務的期望和比較的結果作為後服務性能定義了服務品質。震盪波等人 （1978 年） 指出，服務標準和服務品質是類似于客戶服務理念，為客戶的內部和外部利益的程度和水準，可以分為期望的服務等級和認知的服務等級。邱吉爾和 Suprenant (1982) 提出，服務品質是客戶滿意的服務，取決於實際的服務和最初的期望之間的差異。巴拉蘇羅等人 （1985 年） 提出了"服務品質差距模型 （差距）"，是被廣泛採用的相關的服務品質模型，它假定服務品質由顧客期望事前和事後認知影響之間的差距。影響因素是外部通信、 個人需求、 聲譽和過去的經驗和其他人。接受服務後的客戶意識，被受服務提供者、 服務交付過程和市場行銷的影響。證券商業、 金融、 產品維修使用深度訪談調查經理和信用卡的客戶，發現客戶的期望差距的存在和實際經驗的服務，這項研究導致著名"PZB 服務品質模型"，如圖 1 所示。