Product Quality Analysis on Pearly’s Consumer Satisfaction

Abstract

Pearly is a company engaged in jewelry industry, especially pearls. The purpose of this study is to describe what products the consumers want. The factors examined in this study were decided based on a preliminary survey that showed that product quality was the main factor influencing customer satisfaction. Data collection methods used in this study are observation and interview. The interview method used was semi-structured interviews with 5 people who had made purchases on Pearly’s products. The data obtained is then analyzed using the data source triangulation method. The results of this study are to determine the management implications of the analysis result that has been obtained to improve product quality. The contribution of this study is related to the evidence-based practice as the result of qualitative research. Researcher able to find real comments about product quality from consumer perspective.