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Investigating the Impact of Product Quality on Consumer Satisfaction

Dr. Suresh Pattanayak – Associate Professor, Amity Business School, Amity University , Chhattisgarh,

E-MAIL:- skpattanayak@rpr.amity.edu

Riya Jhalariya , Student, Amity Business School ,Amity University ,Chhattisgarh.

E-MAIL- jhalariyariya21@gmail.com

ABSTRACT

This study examines the influence of product quality on consumer satisfaction, a topic of increasing relevance to the competitive and quality-sensitive business environment of the present. Building on theoretical and empirical grounding, the research examines how different aspects of product quality such as performance, durability, reliability, aesthetics, and perceived value contribute to customer perceptions and influence satisfaction ratings. A guided questionnaire was presented to 65 respondents and found that the overwhelming majority value creative design over cost, equate quality with brand confidence, and are more likely to buy again when product performance is expected or better. The research also includes a case study of Apple Inc. and shows how the company's focus on high-quality design, innovation, and post-sales service generates superior customer satisfaction and loyalty. Findings assert that product quality is not just a technical parameter but a strategic resource that drives emotional reactions, brand commitment, and customer conduct. The research underlines that although visual attractiveness and price do enter the equation, they cannot replace actual functional quality. The research concludes that companies that aim at customer retention in the long term and brand longevity need to center on quality in all phases of the product life cycle. Improvement suggestions for quality practices and directions for future research are also outlined.

KEYWORDS

Product quality, Consumer satisfaction, Brand loyalty, Customer Trust, Perceived Value, Apple Inc, Product Design, Durability, Performance, Reliability.