Essay On Product Quality

Product quality First of all, it is not enough to understand the definitions of the customer satisfaction, it is very important to look at the things that have influence on customer satisfaction. To begin with, product quality is one of the main factors that has influence on customer satisfaction, and product quality has close relationship with the customer’s satisfaction (Shahraki, 2008). This statement can be supported just by looking at the basic definition of product quality, which is user based approach and it defines product quality as the point where product meets or exceeds customer’s needs and expectation (Sebastianelli & Tanimi, 2002). Another definition of product quality is made by Lian-Hung & Iuan-Yuan Lu (2006), they declared that product quality is known as the firm’s competence to provide products for consumers, which will satisfy their desires and needs. Additionally, Aaker said that product quality generates and gives value to a product, and it can be measured by it’s performance, features, conformance, reliability, durability, serviceability, and perceived quality. As mentioned before, there are eight dimensions which are used to measure product quality (Garvin, 1984). Since product quality has major influence on customer satisfaction, so all the eight dimensions will be analyzed

It involves internal and external aspect, and it can be measured by the amount of products that had defects and failed to meet the specifications. After all, conformance is not critical when consumer wants to purchase a computer, for the simple reason, you never ask sales person how many computers had defects in the factory, consumer is interested in things like performance, features, design of the computer, brand name, retailer and etc., but conformance will not be the most critical part when deciding to buy a