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Product Quality and Customer Satisfaction

Product quality is the first driver of customer satisfaction. Product quality is a global dimension consists of six elements, namely performance, durability, features, reliability, consistency and design. Performance Performance is the most basic dimension associated with the primary function of a product. Consumers will be very disappointed if their expectations are not met on this dimension. Performance on each product varies depending on the functional value that the company promised. For example: for medicinal efficacy, for the food is good taste, for a tape recorder is a clear voice, for the motorcycle is accelerating, for sedan cars is comfort and others.

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