DRIVERS OF CUSTOMER SATISFACTION FOR SOFTWARE PRODUCTS - IMPLICATIONS FOR DESIGN AND SERVICE SUPPORT

• 成果类型: Article
• 署名作者: KEKRE, S; KRISHNAN, MS; SRINIVASAN, K
• 刊物名称: MANAGEMENT SCIENCE
• ISSN/ISSBN: 0025-1909
• DOI: 10.1287/mnsc.41.9.1456
• 发表日期: 1995
• 页码: 1456-1470
• 关键词: customer satisfaction; software quality; QUALITY FUNCTION DEPLOYMENT; new product design; INFORMATION SYSTEMS DEVELOPMENT AND MARKETING; random coefficients; ORDERED-PROBIT MODEL

摘要

We study the key determinants of customer satisfaction with software products. Our analysis, based upon a large sample of over 2,500 customer responses, suggests that capability and usability are the critical drivers of overall customer satisfaction. We also find that the importance of seven key satisfaction factors differs across customer and product segments. Our results have significant implications for Quality Function Deployment in making design and service support choices for software products.