Management of Quality Assurance

Nur Rohmah · Andi Prasetiawan · Kristin Anita Indriyani

PIP Semarang

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Quality is a relative measure of the material. Defining quality in material terms is so general that it offers no operational meaning. Operationally, the quality of a product or service is something to meet or exceed the customer expectations. Substantively, quality is a customer satisfaction. Customer expectations can be explained through quality attributes or things often referred to as quality dimensions. Therefore, the quality of a product or service is something to meet or exceed customer expectations in the eight dimensions of quality.