اثر متفاوت ویژگی های اولیه و ثانویه محصول بر رضایت مشتری
|کد مقاله||سال انتشار||مقاله انگلیسی||ترجمه فارسی||تعداد کلمات|
|2454||2006||18 صفحه PDF||سفارش دهید||محاسبه نشده|
Publisher : Elsevier - Science Direct (الزویر - ساینس دایرکت)
Journal : Journal of Economic Psychology, Volume 27, Issue 3, June 2006, Pages 441–458
The different impact of primary and secondary product attributes on customer satisfaction has received little attention. We propose that primary attributes have a greater impact on satisfaction than secondary attributes, and that the relationship between secondary attribute quality and satisfaction is moderated by primary attribute quality. Both hypotheses were supported by the results of a survey of perceived quality and satisfaction with local public transport. Exploratory analyses indicate that the relationship between secondary attributes and customer satisfaction is regressing, and that secondary attributes are more important for frequent users. The results are discussed in relation to theory of attribute searchability.