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BASIC UNDERSTANDING OF QUALITY

The word quality has many different definitions and varies from the conventional to the more strategic. Conventional definition of quality directly describes the characteristics of a product such as: performance, reliability, easy to use, aesthetics, and so forth. Strategic definition states that quality is everything that is capable of meeting customer needs or desires. Privileges or advantages of the products can be measured through customer satisfaction. This feature not only consists of the characteristics of the products offered, but also the service that accompanies the product, such as marketing, delivery accuracy and others. Privilege directly related to customer satisfaction is obtained directly in consuming products that have superior characteristics such as products without defects, reliability and others. Attractive privileges associated with that customer satisfaction is obtained indirectly by consuming the product. Attractive privilege often gives greater satisfaction to