According to the theory, before shopping, customers have some pre-purchase
standard(s) in their minds that guide their purchasing activities. After purchasing a
product (service), customers evaluate the performance of the product (service)
against pre-purchase standards. When performance is greater than expectations
(pre-purchase standard), satisfaction occurs. When performance is less than
expectations (pre-purchase standard) dissatisfaction occurs. Thus, the extent to
which a customer experiences satisfaction or dissatisfaction is related to the size
and direction of product performance. In this study, information is investigated as a
consumable product and library users are customers who are having a purchasing
experience