Customer satisfaction dimensions

One of the indicators of a company’s health, customer satisfaction, can be found through market analysis. Satisfied customers usually lead to more sales and profit, making it a strong indicator of company performance. Kekre, Krishnan, and Srinivasan conducted as study with focus groups and over 2500 responses from a questionnaire to discover what factors customers drive their satisfaction for software products. They analyzed the results to develop seven dimensions of customer satisfaction for product software:

  1. Capability
  2. Usability
  3. Performance
  4. Reliability
  5. Installability
  6. Maintainability
  7. Documentation

If a company wants to investigate it themselves, look at firm specific factors like business contacts, reputation, advertising, and brand name can help determine customer satisfaction. 1995 After recognizing the amount of customer satisfaction a company has and in which areas, strategies can be formed to help the company become more competitive.


Kekre, S., Mayuram S. K., and K. Srinivasan. “Drivers of Customer Satisfaction for Software Products: Implications for Design and Service Support” Management science , Volume: 41, Issue: 9 (September 1995), pp: 1456-1470 Customer satisfaction has recently been the subject of attention.