TY - JOUR
T1 - Quality dimensions in e-commerce software tools
T2 - An empirical analysis of North American and Japanese markets
AU - Krishnan, M. S.
AU - Subramanyam, Ramanath
N1 - Funding Information:
We acknowledge financial support from IBM Canada and the University of Michigan Business School. We thank Jack Dawson at our research site for his support in data collection.
PY - 2004
Y1 - 2004
N2 - Are customers in different countries alike in their preferences for similar software products? In this article, we examine the relative importance of 5 dimensions of product quality across customers from North America and Japan. Based on data collected from over 400 customers of a representative sample of electronic- (e-) commerce software products, we tested the relative importance of these quality dimensions for differences across samples from North America and Japan. We use Bayesian analysis for analyzing the average influence of each attribute on the overall customer satisfaction as well as the variability of each attribute across the two samples. Our findings indicate that the importance of quality attributes is significantly different in North American and Japanese samples. We find that although usability dominates other attributes in North American data, Japanese customers place emphasis on functionality and capability of software products. Our results provide managerial implications for the designers of global software applications, especially in the domain of e-commerce.
AB - Are customers in different countries alike in their preferences for similar software products? In this article, we examine the relative importance of 5 dimensions of product quality across customers from North America and Japan. Based on data collected from over 400 customers of a representative sample of electronic- (e-) commerce software products, we tested the relative importance of these quality dimensions for differences across samples from North America and Japan. We use Bayesian analysis for analyzing the average influence of each attribute on the overall customer satisfaction as well as the variability of each attribute across the two samples. Our findings indicate that the importance of quality attributes is significantly different in North American and Japanese samples. We find that although usability dominates other attributes in North American data, Japanese customers place emphasis on functionality and capability of software products. Our results provide managerial implications for the designers of global software applications, especially in the domain of e-commerce.
KW - Bayesian analysis
KW - Cross-cultural study
KW - Customer satisfaction
KW - Electronic-commerce software tools
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U2 - 10.1207/s15327744joce1404_1
DO - 10.1207/s15327744joce1404_1
M3 - Review article
AN - SCOPUS:10844290688
SN - 1091-9392
VL - 14
SP - 223
EP - 241
JO - Journal of Organizational Computing and Electronic Commerce
JF - Journal of Organizational Computing and Electronic Commerce
IS - 4
ER -