The Collective Effects of Product and Service Quality on Customer Satisfaction - An Empirical Study on iPod and iTunes

摘要

The relationships between quality, customer satisfaction and loyalty have been widely investigated for more than two decades. However, most of these studies focus on a pure product or a pure service setting. This study hopes to fill the gap by investigating the effects of product and service quality on customer satisfaction and loyalty based on a holistic view. Results from an empirical study on iPod and iTunes show that service quality will greatly influence the impact of product quality on customer satisfaction and software, either as a core product or complementary component.