Title: An empirical investigation into the impact of product quality dimensions on improving the order-winners and customer satisfaction

Authors: Haitham M. Alzoubi; Gouher Ahmed; Muhammad Alshurideh

Addresses: Skyline University College, University City of Sharjah, P.O. Box 1797, Sharjah, UAE ' Skyline University College, University City of Sharjah, P.O. Box 1797, Sharjah, UAE ' University of Sharjah, P.O. Box 27272 Sharjah, UAE; University of Jordan, Queen Rania Al-Abdullah Street, Amman, Jordan

Abstract: The quality of product is a major element through which customers are attracted to purchase and as a result, companies get in return sales and profits. This study aims to investigate how product quality dimensions can improve the order winners from the case study of Apparel Group a leading retailer in Dubai, UAE. 155 customers were surveyed to collect the primary data to test the proposed hypotheses. The results show that performance, features, durability and perceived quality have strong relationships with order-winners, and all such elements improve the winning orders for firms.

Keywords: product quality; order-winners; customer satisfaction.

DOI: 10.1504/IJPQM.2022.124711

International Journal of Productivity and Quality Management, 2022 Vol.36 No.2, pp.169 - 186

Received: 22 Aug 2020
Accepted: 20 Nov 2020
Published online: 08 Aug 2022 *

Full-text access for editors Full-text access for subscribers Purchase this article Comment on this article