Target performance comparison
The target performance comparison is inevitably and often unconsciously carried out by individual persons (e.g. customers, suppliers, employees), as it determines their level of satisfaction. A comparison between target (that is expectations about product/service performance) and actual value (that is the perceived level of product/service performance) is made.
If the target exceeds the present value - that means the perceived performance does not meet the expectations - dissatisfaction arises. If however the present exceeds the target value - that means the perceived performance meets or even overfulfills the expectations - satisfaction arises.
See also:
Satisfaction
Expectations
