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

1 September 1995

journal article
Published by Institute for Operations Research and the Management Sciences (INFORMS) in Management Science

Vol. 41 (9) , 1456-1470
https://doi.org/10.1287/mnsc.41.9.1456

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

FUNCTION
CUSTOMER SATISFACTION
SOFTWARE PRODUCTS
DESIGN AND SERVICE
SEVEN
DEPLOYMENT
SEGMENTS

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