How product usage influences consumer satisfaction

S. Ram; Hyung Shik Jung

doi:10.1007/BF00664226

How product usage influences consumer satisfaction

S. Ram, Hyung Shik Jung

Research output: Contribution to journal › Article › peer-review

25 Scopus citations

Abstract

This paper reports on an empirical investigation of the effect of product usage on consumer satisfaction in the context of consumer durables. It conceptualizes three dimensions of usage-usage frequency, usage function and usage situation-and examines the impact of these usage dimensions on satisfaction. Results of a field survey using five consumer durables suggest that the usage dimensions influence satisfaction through corresponding dimensions of usage disconfirmation, independent of the effect of performance disconfirmation on satisfaction. The specific dimensions of usage disconfirmation which influence satisfaction vary by product.

Original language	English (US)
Pages (from-to)	403-411
Number of pages	9
Journal	Marketing Letters
Volume	2
Issue number	4
DOIs	https://doi.org/10.1007/BF00664226
State	Published - Nov 1991

Keywords

Consumer Satisfaction
Durable Goods
Product Usage
Usage Dimensions

ASJC Scopus subject areas

Business and International Management
Economics and Econometrics
Marketing

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10.1007/BF00664226

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AB - This paper reports on an empirical investigation of the effect of product usage on consumer satisfaction in the context of consumer durables. It conceptualizes three dimensions of usage-usage frequency, usage function and usage situation-and examines the impact of these usage dimensions on satisfaction. Results of a field survey using five consumer durables suggest that the usage dimensions influence satisfaction through corresponding dimensions of usage disconfirmation, independent of the effect of performance disconfirmation on satisfaction. The specific dimensions of usage disconfirmation which influence satisfaction vary by product.

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How product usage influences consumer satisfaction

Abstract

Keywords

ASJC Scopus subject areas

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