Marketing Letters

, Volume 2, Issue 4, pp 403–411 | Cite as

How product usage influences consumer satisfaction

  • S. Ram
  • Hyung-Shik Jung


This paper reports on an empirical investigation of the effect of product usage on consumer satisfaction in the context of consumer durables. It conceptualizes three dimensions of usage-usage frequency, usage function and usage situation-and examines the impact of these usage dimensions on satisfaction. Results of a field survey using five consumer durables suggest that the usage dimensions influence satisfaction through corresponding dimensions of usage disconfirmation, independent of the effect of performance disconfirmation on satisfaction. The specific dimensions of usage disconfirmation which influence satisfaction vary by product.

Key words

Product Usage Consumer Satisfaction Durable Goods Usage Dimensions 


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Copyright information

© Kluwer Academic Publishers 1991

Authors and Affiliations

  • S. Ram
    • 1
  • Hyung-Shik Jung
    • 2
  1. 1.UCLALos AngelesUSA
  2. 2.University of ArizonaUSA

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