Reference no: EM131654380

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.