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Abstract
Product quality and customer satisfaction are critical factors for the survival and competitiveness of manufacturing firms. This study examines the impact of product quality on customer satisfaction at the Mir Afghan Pipe Manufacturing Factory. A quantitative research approach was employed. Primary data were collected from 67 respondents using a structured questionnaire, while secondary data were obtained from academic books, journals, and reliable online sources. The data were analyzed using IBM SPSS. The questionnaire demonstrated high reliability (Cronbach's alpha = 0.958). The findings indicate a strong and positive relationship between product quality and customer satisfaction. Effective quality control systems were found to enhance customer satisfaction significantly. The study concludes that product quality is a key driver of customer satisfaction, which in turn supports the factory's sustainability and long-term profitability.
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References
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- Razak, I., Nirwanto, N., & Triatmanto, B. (2016). The impact of product quality and price on customer satisfaction with the mediator of customer value. Journal of Marketing and Consumer Research, 30, 59–68.
- Segoro, W., & Elvira, L. (2021). The effect of marketing strategy and service quality on customer satisfaction and its impact on customer loyalty of BJB Bank in Bekasi. Proceedings of the 5th Global Conference on Business, Management and Entrepreneurship (GCBME 2020).
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- Terziovski, M., Power, D. J., & Sohal, A. S. (2003). The longitudinal effects of the ISO 9000 certification process on business performance. European Journal of Operational Research, 146(3), 580–595. https://doi.org/10.1016/S0377-2217(02)00252-7
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References
Amonkar, R., Roy, V., & Patnaik, D. (2021). Intermodal service supply chain and seaport logistics performance. Supply Chain Forum: An International Journal, 22(2), 171–187. https://doi.org/10.1080/16258312.2021.1895677
Bara, F., & Prawitowati, T. (2020). The influence of service quality, customer satisfaction, and customer engagement on customer loyalty. Journal of Business and Banking, 10(1), 33–46. https://doi.org/10.14414/jbb.v10i1.1760
Bhowmick, A., & Seetharaman, A. (2023). Impact of product quality on customer satisfaction: A systematic literature review. Proceedings of the 2023 7th International Conference on Virtual and Augmented Reality Simulations, 93–99.
Dewi, N. N., Rodli, A. F., & Septyan, M. (2022). Pengaruh kualitas pelayanan dan kualitas produk terhadap loyalitas konsumen. Ecopreneur.12, 5(1), 1–8. https://doi.org/10.51804/econ12.v5i1.1696
Diputra, I. G. A. W., & Yasa, N. N. (2021). The influence of product quality, brand image, and brand trust on customer satisfaction and loyalty. American International Journal of Business Management, 4(1), 25–34.
Ebrahim, A., Alhudiri, A., Elanizi, A., & Eltaiash, A. (2024). The impact of product quality on customer satisfaction and loyalty. https://doi.org/10.13140/RG.2.2.33657.07528
Gök, O., Ersoy, P., & Börühan, G. (2019). The effect of user manual quality on customer satisfaction: The mediating effect of perceived product quality. Journal of Product & Brand Management, 28(4), 475–488.
Gunawan, A., & Arifin, S. (2024). The influence of service quality on customer satisfaction at PT Bretonia. Journal of Management Research, 2(4), 270–282. https://doi.org/10.54066/jurma.v2i4.2720
Kencana, P. N. (2018). The effect of price and product quality on customer satisfaction. PINISI Discretion Review, 2(1), 53–60.
Mahsyar, S., & Surapati, U. (2020). Effect of service quality and product quality on customer satisfaction and loyalty. International Journal of Economics, Business and Accounting Research, 4(1).
Razak, I., Nirwanto, N., & Triatmanto, B. (2016). The impact of product quality and price on customer satisfaction with the mediator of customer value. Journal of Marketing and Consumer Research, 30, 59–68.
Segoro, W., & Elvira, L. (2021). The effect of marketing strategy and service quality on customer satisfaction and its impact on customer loyalty of BJB Bank in Bekasi. Proceedings of the 5th Global Conference on Business, Management and Entrepreneurship (GCBME 2020).
Suharto, D. (2025). Effect of price and product quality on purchasing decisions that have an impact on customer satisfaction. Jurnal Kewirausahaan, Akuntansi dan Manajemen Tri Bisnis.
Syarifah, A. N., & Ali, M. M. (2020). Influence analysis of product quality and brand trust against customer satisfaction and impact on customer loyalty Wardah brand cosmetics in Jabotabek.
Terziovski, M., Power, D. J., & Sohal, A. S. (2003). The longitudinal effects of the ISO 9000 certification process on business performance. European Journal of Operational Research, 146(3), 580–595. https://doi.org/10.1016/S0377-2217(02)00252-7
Yusoff, N. A. (2021). The impact of service quality and product quality towards customer satisfaction in Islamic banking: The moderating role of customer knowledge.