User Satisfaction: Conceptual Elements for its Determination

Abstract

The work tries to articulate different perspectives on user satisfaction in order to rescue the context in which theories about the term were arising in the area of services. The methodology was documentary-bibliographic, consulting authors like Oliver (1997); Di Filippo (2007); Moliner et al (2001); Kotler and Keller (2006); Zeithaml and Bitner (2002); and Setó (2004), among others. The main findings are: All satisfaction theories have the consideration of human beings as information processors as a common note; like wise, people’s frames of reference intervene in satisfaction. Finally, it can be affirmed that the human is a complex being for whom satisfaction as a process closes at the moment the service is used; however, an other process of dissatisfaction opens, given that at every turn a person’s expectations about the service received will increase.