A Study on the Correlation between Customer and Quality  
Author Jyh-Wen Ho




Abstract The customer relationship management (CRM) has been recently a popular subject discussed and deliberated by the entrepreneurs. Many studies devoted themselves to the search for ways to understand and improve CRM. Among which, the evaluation of the customer perceived value (CPV) could be an efficient way to identify what essentials the customers actually need in the process of their purchases. However, the CPV is not easy to be well evaluated since it is composed of many attributes necessary to be identified. In addition, the customers’ purchase willingness would be dependent on the perception of the product quality and the corresponding factors. In this regard, there would be a certain degree of relationship between the CPV and such a perception. Consequently, this study aims to investigate the correlation between the CPV and the corresponding quality factors, which may assist the managers in developing a suitable marketing strategy for the new products.


Keywords Customer relationship management, Customer perceived value, Quality
    Article #:  18144
Proceedings of the 18th ISSAT International Conference on Reliability and Quality in Design
July 26-28, 2012 - Boston, Massachusetts, U.S.A.