________ is the totality of features and characteristics of a product or service that bear on its ability to satisfy stated or implied needs.
A) Performance
B) Customer loyalty
C) Quality
D) Value
E) Customer retention

Question

Quizplus · Accepted Answer

Quality is defined as the totality of features and characteristics of a product or service that bear on its ability to satisfy stated or implied needs. Performance, customer loyalty, value, and customer retention are all related to quality but are not comprehensive enough to encompass all features and characteristics related to satisfying customer needs.

________ Is the Totality of Features and Characteristics of a Product