Quality comprises of the characteristics of a product or a s

Quality comprises of the characteristics of a product or a service that bear on its ability to satisfy stated or implied customer needs. Customer satisfaction is said to depend on the product\'s perceived performance relative to the buyer\'s expectations, but does it also depend on the product quality? Better yet, does product quality determine the level of customer satisfaction?

Discuss

Search literature and other sources of information, and make a justified posting on the relationship between perceived quality and satisfaction. Don\'t forget to use proper APA citations.

Towards the end of your posting, you are to answer the following question:

What quality level, expressed as a percentage of total items produced, would you accept if you were placed in charge of an aviation related product line or service?

Some contemporary firms have sought to hold their reject rates down to just 1/10th of 1 percent (99.9% quality)! Do you think 99.9% quality is adequate? Be specific, but limit your initial posting to 400 words. You will get access to all the discussion board postings after making your initial posting.

Be sure to concentrate on an aviation related product or service as described for example in the \'7 P\'s of Marketing - Etihad Airways\' video resource.

Solution

Customer satisfaction is important for nay product or service. It is an important indicator of the intentions of the customers to again purchase the product or service.

It is an important factor of loyalty and it helps to reduce any customer churn. It helps to increase the lifetime value of the customer. The customer satisfaction factor helps to retain the customers and acquire new customers.

Product quality is an important factor for customer satisfaction and loyalty of the customer. It serves as an important concept of discussion and research (Bresnahan, 2010; Eckert & Hughes, 2010; Zinn & Haddad, 2007). The meaning of product quality and cost is different for consumers and they are willing to pay more if they are satisfied by the product (Bresnahan, 2010; Woo, Magnusen, & Kyoum, 2014). There are several drivers that motivate the performance of business and product quality is one of the important factors. Quality serves as a point of Differentiation and the satisfaction of the consumers is linked to it.

Yes the rating of 99.9% is adequate for the aviation industry. There are huge investments involved in aviation industry. There is a comprehensive rating for aviation industry. The perfectly acceptable quality level that focuses on competitive excellence is 100%. As the airline industry is a complicated system and it needs high standard of excellence 99.9% rating is perfect.