Product quality is the first driver of customer satisfaction. Product quality is a global dimension consists of six elements, namely performance, durability, features, reliability, consistency and design.
Performance is the most basic dimension associated with the primary function of a product. Consumers will be very disappointed if their expectations are not met on this dimension. Performance on each product varies depending on the functional value that the company promised. For example: for medicinal efficacy, for the food is good taste, for a tape recorder is a clear voice, for the motorcycle is accelerating, for sedan cars is comfort and others.