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Drivers of Customer Satisfaction for Software Products: Implications for Design and Service Support

Author

Listed:
  • Sunder Kekre

    (Graduate School of Industrial Administration, Carnegie Mellon University, Pittsburgh, Pennsylvania 15213)

  • Mayuram S. Krishnan

    (Graduate School of Industrial Administration, Carnegie Mellon University, Pittsburgh, Pennsylvania 15213)

  • Kannan Srinivasan

    (Graduate School of Industrial Administration, Carnegie Mellon University, Pittsburgh, Pennsylvania 15213)

Abstract

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.

Suggested Citation

  • Sunder Kekre & Mayuram S. Krishnan & Kannan Srinivasan, 1995. "Drivers of Customer Satisfaction for Software Products: Implications for Design and Service Support," Management Science, INFORMS, vol. 41(9), pages 1456-1470, September.
    • Handle: RePEc:inm:ormnsc:v:41:y:1995:i:9:p:1456-1470
    DOI: 10.1287/mnsc.41.9.1456
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