Please use this identifier to cite or link to this item:
https://doi.org/10.1109/ICMIT.2008.4654492
DC Field | Value | |
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dc.title | The collective effects of product and service quality on customer satisfaction -an empirical study on iPod and iTunes | |
dc.contributor.author | Chan, M.C. | |
dc.contributor.author | Ding, Y. | |
dc.contributor.author | Chai, K.H. | |
dc.date.accessioned | 2014-06-19T04:54:42Z | |
dc.date.available | 2014-06-19T04:54:42Z | |
dc.date.issued | 2008 | |
dc.identifier.citation | 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 | |
dc.identifier.isbn | 9781424423309 | |
dc.identifier.uri | http://scholarbank.nus.edu.sg/handle/10635/72417 | |
dc.description.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. | |
dc.description.uri | http://libproxy1.nus.edu.sg/login?url=http://dx.doi.org/10.1109/ICMIT.2008.4654492 | |
dc.source | Scopus | |
dc.subject | Customer satisfaction | |
dc.subject | Loyalty | |
dc.subject | Product quality | |
dc.subject | Service quality | |
dc.subject | Spillover effect | |
dc.type | Conference Paper | |
dc.contributor.department | INDUSTRIAL & SYSTEMS ENGINEERING | |
dc.description.doi | 10.1109/ICMIT.2008.4654492 | |
dc.description.sourcetitle | Proceedings of the 4th IEEE International Conference on Management of Innovation and Technology, ICMIT | |
dc.description.page | 934-939 | |
dc.identifier.isiut | 000262920500166 | |
Appears in Collections: | Staff Publications |
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