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

Sunder Kekre, Mayuram S. Krishnan and Kannan Srinivasan
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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

Management Science, 1995, vol. 41, issue 9, 1456-1470

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.

Keywords: customer satisfaction; software quality; quality function deployment; new product design; information systems development and marketing; random coefficients; ordered-probit model (search for similar items in EconPapers)
Date: 1995
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