Quality as Antecedent of Customer Satisfaction

Abstract

Purpose: This paper provides a direction of the level of analysis-individual and products about the attributes that could directly affect quality characteristics. Design/Methodology/Approach: Mapping of what has been researched and what empirical evidences have been reported. Findings: Many of the tools used in managing quality today varies on the type of business and the way management and their employees accept the changes. Some successfully implemented while others did not. Practical Implication: Generalizing quality has been difficult for managers to measure across the individual and products, there are certainly numerous researchers who constructively developed product and service-based quality characteristics. Originality/Value: How complete and valid the explanation about quality attributes the literature provides.