The quality of any product in an organization is important since it determines the profit it would make. A higher attention to service quality has always resulted in an increase in profits as pointed out by Kassim and Abdullah (2010). Perceived quality and customer satisfaction go hand in hand and the relationship has an overall effect on the behavior of the customers (Kassim and Abdullah, 2010). Since quality is something that is looked for by all people, customer satisfaction gets to increase when perceived quality is better. In addition, customer satisfaction, which I as a result of the perceived quality of a customer has a great influence on the loyalty of a customer towards a particular service. For instance, a customer will be more likely to be loyal to a particular airline which makes him more satisfied compared to others. Consequently, perceived quality and customer satisfaction cannot be separated since one complements the other.
In the production of any goods or services, quality should always be the first thing to consider in order to satisfy the customers as pointed out by David Mc (2013). Therefore, the percentage of defects in aviation related product or service should be less than 0.1 percent since a perfect product is almost impossible to produce. This would ensure that the products and services produced are of the highest quality in order to increase customer satisfaction. This would in turn increase and assure customer reliability. A reject rate of 1/10 th of 1 percent is adequate since the product or service will be of 99.9% quality. In consideration of production of goods and services in the aviation industry, such a degree of quality is hard to be achieved since defects are always possible in any product and service as pointed out by David Mc (2013). In addition, customer satisfaction varies from one individual to another. Human beings are also made in such a way that they see faults in every product as they seek more satisfaction. Therefore, 99.9 percent quality is adequate.
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References
David Mc A, B. (2013). Service quality and customer satisfaction in the airline industry: A comparison between legacy airlines and low-cost airlines. American Journal of Tourism Research , 2 (1), 67-77.
Kassim, N., & Asiah Abdullah, N. (2010). The effect of perceived service quality dimensions on customer satisfaction, trust, and loyalty in e-commerce settings: A cross cultural analysis. Asia Pacific Journal of Marketing and Logistics .
