Exploring The Role of Product Quality in Maintaining Customer Engagement

Abstract

Quality not only emphasizes aspects of the final result, namely products and services, but also concerns human quality, process quality and environmental quality. Consumers pay in return for the convenience, service and satisfaction they receive from the service, not for ownership of the service. The existence of very busy peak periods is a problem in itself for service marketing. Services in general are intangible and cannot be fully owned by consumers. It is impossible to produce quality products and services without quality people and processes.