Product and Service Quality as a Driver of Customer Satisfaction
Satisfaction will also depend on product and service quality. Quality is often described as “fitness for use,” “conformance to requirements,” and “freedom from variation.” A popular definition describes quality as the totality of features and characteristics of a product or service that bear on its ability to satisfy stated or implied needs.14 This is clearly a customer-centered definition. We can say the seller has delivered quality whenever its product or service meets or exceeds customers’ expectations.
A company that satisfies most of its customers’ needs most of the time is called a high-quality company, but we need to distinguish between performance and consistency. Performance ...
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