How product usage influences consumer satisfaction

S. Ram, Hyung Shik Jung

Research output: Contribution to journalArticle

17 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 languageEnglish (US)
Pages (from-to)403-411
Number of pages9
JournalMarketing Letters
Volume2
Issue number4
DOIs
StatePublished - Nov 1 1991
Externally publishedYes

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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