The Customer's Preparedness and Product Quality - Impacts on Customer Satisfaction

Abstract: This paper explores whether customer satisfaction survey results should be interpreted in terms of both the quality of the product as received and the customer’s preparedness to engage with it as expected. We designed a controlled experiment and conducted it with 103 participants. The study confirms that the participant’s overall satisfaction with a small product comprised of five pieces needing assembly (presented at three quality “levels”) was strongly related to both its quality level and to their own preparedness to assemble it.

Keywords: Satisfaction Surveys, Product Quality, Customer Preparedness

DOI: 10.54941/ahfe1005091

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