Kekre, Sunder; Krishnan, Mayuram S.; Srinivasan, Kannan - In: Management Science 41 (1995) 9, pp. 1456-1470
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...