The Effect of Primary and Secondary Product Attributes on Customer Satisfaction
The distinction between primary (core) and secondary product attributes is well recognized. However, the different impact of primary and secondary attributes on customer satisfaction has received little attention. We tested two hypotheses regarding the impact of primary and secondary attributes on customer satisfaction, based on a survey of attribute quality and customer satisfaction with local public transport. We propose that primary attributes have a greater impact on customer satisfaction compared to secondary attributes. We also propose that the relationship between secondary attribute quality and customer satisfaction is moderated by primary attribute quality. Both hypotheses were supported by the results.
Citation:
Inge Brechan (2005) ,"The Effect of Primary and Secondary Product Attributes on Customer Satisfaction", in E - European Advances in Consumer Research Volume 7, eds. Karin M. Ekstrom and Helene Brembeck, Goteborg, Sweden : Association for Consumer Research, Pages: 347-347.
Authors
Inge Brechan, Institute of Transport Economics
Volume
E - European Advances in Consumer Research Volume 7 | 2005
Share Proceeding
Featured papers
See MoreFeatured
D12. Future Decisions and Temporal Contiguity Cues: When Absence of Temporal Contiguity Cues Increases Online Reviews’ Persuasiveness.
Francesco Zanibellato, Ca' Foscari University, Venice, Italy
Featured
The Effects of Subjective Knowledge and Naïve Theory on Consumers’ Inference of Missing Information
Lien-Ti Bei, National Chengchi Uniersity, Taiwan
Li Keng Cheng, National Chengchi Uniersity, Taiwan
Featured
Effects of Retail Food Sampling on Subsequent Purchases: Implications of Sampling Healthy versus Unhealthy Foods on Choices of Other Foods
Dipayan Biswas, University of South Florida, USA
Jeffrey Inman, University of Pittsburgh, USA
Johanna Held, University of Bayreuth