THE INFLUENCE OF PRODUCT QUALITY AND PRICE TOWARD CUSTOMER SATISFACTION AND CUSTOMER LOYALTY (case: Embroidery and Needlework in West Sumatera)

Retno, Melani Putri (2014) THE INFLUENCE OF PRODUCT QUALITY AND PRICE TOWARD CUSTOMER SATISFACTION AND CUSTOMER LOYALTY (case: Embroidery and Needlework in West Sumatera). Diploma thesis, Universitas Andalas.

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Abstract

In era globalization makes competition become increasingly sharp, even in domestic and global markets. Although consumers still exist but they are more limited purchasing power. As a result, consumers are becoming increasingly critical in the purchase of the products they need. In such circumstances encourage every company to be working professionally in order to remain competitive and survive. Every company should be able to attract customers by offering quality products coupled with good service is also an economical price. The Company will be successful if satisfaction for their customers becoming their priority. Satisfaction for consumers will come by itself when the products/services sold by the company meet or exceed what is desired by consumers. When the company made a mistake that damages his image then this will lead to bad consequences for companies because consumers will leave the company and become consumers of the company's competitors. Customer satisfaction is one of the critical success factors of the company. Besides customer satisfaction can be a tool to compete for a firm in the face of competitors.

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