The effect of proposed software products’ features on the satisfaction and dissatisfaction of potential customers

This paper reports the effect of proposed software products features on the satisfaction and dissatisfaction of potential customers of proposed software products. Kano model’s functional and dysfunctional technique was used along with Berger et al.’s customer satisfaction coefficients. The result sh...

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Bibliographic Details
Main Authors: Hussain, Azham, Mkpojiogu, Emmanuel O. C., Yusof, Muhammad Mat
Format: Conference Proceeding
Language:English
Subjects:
Coefficients
Customer satisfaction
Customers
Mathematical models
Software
Online Access:Get full text
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Summary:This paper reports the effect of proposed software products features on the satisfaction and dissatisfaction of potential customers of proposed software products. Kano model’s functional and dysfunctional technique was used along with Berger et al.’s customer satisfaction coefficients. The result shows that only two features performed the most in influencing the satisfaction and dissatisfaction of would-be customers of the proposed software product. Attractive and one-dimensional features had the highest impact on the satisfaction and dissatisfaction of customers. This result will benefit requirements analysts, developers, designers, projects and sales managers in preparing for proposed products. Additional analysis showed that the Kano model’s satisfaction and dissatisfaction scores were highly related to the Park et al.’s average satisfaction coefficient (r=96%), implying that these variables can be used interchangeably or in place of one another to elicit customer satisfaction. Furthermore, average satisfaction coefficients and satisfaction and dissatisfaction indexes were all positively and linearly correlated.
ISSN:0094-243X
1551-7616
DOI:10.1063/1.4960892