PRODUCT’S QUALITY AND ITS IMPACT ON CUSTOMER SATISFACTIONA FIELD STUDY IN DIWANIYAH DAIRY FACTORY

Latif Atiyah

Proceedings of the INTERNATIONAL MANAGEMENT CONFERENCE, 2016, vol. 10, issue 1, 57-65

Abstract: The basic aim of addressing this topic is to Provide a conceptual framework that defines the basic concepts related to quality as one of the main entrances to the administration, where the focus was on the quality of products and Customer satisfaction in terms of indicators and the results evaluated. For the purpose of achieving the objectives of the study a model was built to determine the nature of the relationship and its impact between the dimensions of the independent variable (the product of the performance, features, reliability, conformance, durability quality .The level of service, product beauty, received quality). And the dimensions of the dependent variable, which include (market share, customer retention rate, Attract new customers, cost-effectiveness and the number of consumer products) that are consumed by the customer Elevating of the number of customers. The study found most important results as the quality is considered as the source basic and important as it leads to pleasing the customer and increase loyalty and increase the degree of profitability in the medium and long term in the organization. Since the quality lead to complacency and satisfaction leads to loyalty and allegiance to lead to profitability. While it was one of the important conclusions is that the services provided to customers have a positive effect and there by get the organization on the customer's confidence because there is a strong relationship between the quality of services and the rate of return the customer of the institution. And customer loyalty Private Label product-specific trade is consider as a declaration taken from the customer's mouth And dissemination of experience with people And instruct them to buy. The study recommended the need to establish a new culture of quality within the company. Focusing on a set of values, which makes it imperative for all employees in the company's commitment to achieving continuous improvement.

Keywords: Customer satisfaction; Product quality (search for similar items in EconPapers)
Date: 2016
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