A Satisfaction-Based Definition of Quality

Angela M. Wicks, Bryant University
Christopher J. Roethlein, Bryant University

Document Type Article

Published in the Journal of Business and Economic Studies, volume 15 issue 1, 2009. Bryant users may access this article here.


No consensus has been reached on a definition for quality; the term is defined differently for products and services, for different industries, and for different levels of dimensionality. This study investigates the major definitions of quality and the antecedents of customer retention to establish a foundation for a new definition of quality based on satisfaction. Quality is defined as the summation of the affective evaluations by each customer of each attitude object that creates customer satisfaction.