The effect of documentation on customer perception of product quality

Documentation is generally viewed in a secondary or support role to the sale and function of primary products. The study discusses the relationship between secondary and primary product characteristics and provides the results of a customer survey of computer hardware end users. Over 500 respondents (or customers) were surveyed regarding the impact of documentation on customers´ perception of product quality. The results of a logistic regression showed that the level of satisfaction with documentation plays a critical role in explaining customer satisfaction with primary product quality. Consequently, before organizations make decisions regarding cuts in documentation, they should carefully evaluate documentation´s effects on company performance. Implications for practice and research are also provided, with follow up and complementary studies suggested