Drivers of customer satisfaction for software products: Implications for design and service support

The authors study the key determinants of customer satisfaction with software products. The analysis, based upon a large sample of over 2,500 customer responses, suggests that capability and usability are the critical drivers of overall customer satisfaction. The authors also find that the importance of seven key satisfaction factors differs across customer and product segments. The results have significant implications for Quality Function Deployment in making design and service support choices for software products.