Published : 2019-12-20

Changes in product value contributing to customer satisfaction: the case of the digital camera

Section: Articles

Abstract

Using time series information, we identify the changes in the benefit items of products contributing to customer satisfaction. Through multiple regression analysis, where the customer satisfaction ratings are the outcome variable and the evaluation items are the predictors, we compare initial and successor
digital camera models from the same manufacturer; benefit items differ depending on the models. We found that design is significant in the initial models while functionality is significant in successor models.

Keywords

Quantitative analysis ; utilitarian benefits ; hedonic benefits ; customer satisfaction ; word-of-mouth communication


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