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.
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.
Inge Brechan, Institute of Transport Economics
E - European Advances in Consumer Research Volume 7 | 2005
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