Business, Management and Accounting
5 years ago

Customer Expectations and Product Quality Drive Customer Satisfaction in Metro City

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EFFECT OF CUSTOMER EXPECTATIONS AND PRODUCT QUALITY ON CUSTOMER SATISFACTION AT PT. INDOMETRO SURYA ANDOLA IN METRO CITY
Bambang Satriawan, Davis Aryadi

Paper Summary

The study looked at how customer expectations and product quality affect customer satisfaction at PT. Indometro in Metro City. They surveyed 96 customers and found that both customer expectations and product quality have a positive impact on customer satisfaction. This means that when customers have high expectations and receive high-quality products, they are more satisfied.

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