________ 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) Value
C) Quality
D) Customer retention
E) Customer loyalty

Question

Quizplus · Accepted Answer

Quality refers to the totality of features and characteristics of a product or service that bear on its ability to satisfy stated or implied needs. Performance refers to how well a product or service meets its intended purpose, while value is the perceived benefit a customer receives in relation to the cost. Customer retention and loyalty are related to the customer's likelihood to continue doing business with a company, but do not directly refer to the features and characteristics of a product or service.

________ Is the Totality of Features and Characteristics of a Product