Communication Disability Centre, School of Health and Rehabilitation Sciences, The University of Queensland, Brisbane, Australia.
Int J Audiol. 2009;48(7):405-27. doi: 10.1080/14992020802716760.
This research aimed at describing satisfaction with hearing aids from the perspective of the client as a consumer. A disconfirmation-expectancy model, derived from consumer research, was evaluated. This model posits that pre-fitting expectations, post-fitting performance, and the experience of how performance compares to expectations (disconfirmation), contribute to satisfaction. Positive disconfirmation occurs when performance is better than original expectations and is associated with higher satisfaction. Negative disconfirmation is when performance is poorer than expectations and is associated with dissatisfaction. New hearing aid users in Hong Kong (N=42) were tested with a newly developed self-report measure (PHACS: profile of hearing aid consumer satisfaction) that included items focused on hearing ability, problems, cost, and service. Pre-fitting expectations and post-fitting performance, disconfirmation, and satisfaction were measured. Results showed that expectations were generally not related to satisfaction, that disconfirmation was correlated with many aspects of satisfaction, and that performance was most strongly related to satisfaction. The implications of the findings are that hearing aid performance is the most important element for determining satisfaction; however disconfirmation should not be overlooked.
本研究旨在从客户作为消费者的角度描述助听器的满意度。评估了源自消费者研究的不确认-期望模型。该模型假设，预适配期望、适配后性能以及性能与期望的比较体验（不确认）有助于满意度。当性能优于原始期望时会产生积极的不确认，与更高的满意度相关。当性能比期望差时会产生消极的不确认，与不满相关。香港的新助听器使用者（N=42）接受了一种新开发的自我报告测量工具（PHACS：助听器消费者满意度概况）的测试，该工具包括专注于听力能力、问题、成本和服务的项目。测量了预适配期望、适配后性能、不确认和满意度。结果表明，期望通常与满意度无关，不确认与满意度的许多方面相关，而性能与满意度最相关。研究结果表明，助听器性能是决定满意度的最重要因素；然而，不确认不应被忽视。
