Investigating the Performance and Customer Satisfaction on Free Economic Zone?

Abstract

By applying the extended expectancy confirmation model (1980), this study examined the relationships between awareness, expectation, performance, confirmation/disconfirmation, and satisfaction for special economic zone. This study measured the effects of each element of customer satisfaction as follows: i) impact of awareness of free eco-nomic zone on expectation; ii) impact of expectation of free economic zone on perceived performance and confirmation; iii) impact of perceived performance of free economic zone on confirmation and satisfaction; and iv) impact of confir-mation on satisfaction. This study conducted both qualitative and quantitative research and provides managerial and policy implications for expectation and performance of free economic zone.