Hussain, Azham and Mkpojiogu, Emmanuel O.C. and Mat Yusof, Muhammad (2016) The effect of proposed software products’ features on the satisfaction and dissatisfaction of potential customers. In: 2016 International Conference on Applied Science and Technology (ICAST 2016), 11–13 April 2016, Kedah, Malaysia.

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Abstract

This paper reports the effect of proposed software products features on the satisfaction and dissatisfaction of potential customers of proposed software products.Kano model’s functional and dysfunctional technique was used along with Berger et al.’s customer satisfaction coefficients. The result shows that only two features performed the most in influencing the satisfaction and dissatisfaction of would-be customers of the proposed software product.Attractive and one-dimensional features had the highest impact on the satisfaction and dissatisfaction of customers. This result will benefit requirements analysts, developers, designers, projects and sales managers in preparing for proposed products. Additional analysis showed that the Kano model’s satisfaction and dissatisfaction scores were highly related to the Park et al.’s average satisfaction coefficient (r=96%), implying that these variables can be used interchangeably or in place of one another to elicit customer satisfaction. Furthermore, average satisfaction coefficients and satisfaction and dissatisfaction indexes were all positively and linearly correlated.

Item Type:	Conference or Workshop Item (Paper)
Subjects:	Q Science > QA Mathematics > QA76 Computer software
Divisions:	School of Computing
Depositing User:	Dr. Azham Hussain
Date Deposited:	05 Jan 2017 01:56
Last Modified:	08 Jan 2017 08:48
URI:	https://repo.uum.edu.my/id/eprint/20568

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