Please use this identifier to cite or link to this item: https://doi.org/10.1109/ICMIT.2008.4654492
Title: The collective effects of product and service quality on customer satisfaction -an empirical study on iPod and iTunes
Authors: Chan, M.C.
Ding, Y.
Chai, K.H. 
Keywords: Customer satisfaction
Loyalty
Product quality
Service quality
Spillover effect
Issue Date: 2008
Source: Chan, M.C., Ding, Y., Chai, K.H. (2008). The collective effects of product and service quality on customer satisfaction -an empirical study on iPod and iTunes. Proceedings of the 4th IEEE International Conference on Management of Innovation and Technology, ICMIT : 934-939. ScholarBank@NUS Repository. https://doi.org/10.1109/ICMIT.2008.4654492
Abstract: The relationships between quality, customer satisfaction and loyalty have been widely investigated for more than two decades. However, most of these studies focus on a pure product or a pure service setting. This study hopes to fill the gap by investigating the effects of product and service quality on customer satisfaction and loyalty based on a holistic view. Results from an empirical study on iPod and iTunes show that service quality will greatly influence the impact of product quality on customer satisfaction and software, either as a core product or complementary component. ©2008 IEEE.
Source Title: Proceedings of the 4th IEEE International Conference on Management of Innovation and Technology, ICMIT
URI: http://scholarbank.nus.edu.sg/handle/10635/72417
ISBN: 9781424423309
DOI: 10.1109/ICMIT.2008.4654492
Appears in Collections:Staff Publications

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