Document quality can affect perception of product quality.
A study was performed to measure the effect of product documentation on customers' perception of product quality. The results showed that the level of satisfaction with documentation plays a critical role in explaining customer satisfaction with primary product quality. Consequently, organizations should carefully evaluate documentation's effects on company performance.
(Excerpt of the abstract of The effect of documentation on customer perception of product quality,
IEEE Transactions on Professional Communication, September 1996, Vol. 39, Issue 3, p. 157-162.)
(Excerpt of the abstract of The effect of documentation on customer perception of product quality,
IEEE Transactions on Professional Communication, September 1996, Vol. 39, Issue 3, p. 157-162.)