EVALUATION OF PRODUCT QUALITY BAGS BODYPACK FULFILLING CUSTOMER SATISFACTION

Abstract

Regular daypack is a backpack type of bag products are widely used by consumers. The rapid development of regular daypack is marked by various type offered to customer. So far, customer demands for variations and invention are not fully filled. Therefore, this research aims to recommend the company to conduct regular daypack product redesign to meet customers’ expectations and customer satisfaction through the quality function deployment (QFD) analysis. Consumer satisfaction is analyzed through eight quality dimensions: durability, reliability, perceived quality, aesthetic, serviceability, performance, feature, and conformance. These dimensions will be compared with the advantages of the technical characteristics of a product regular daypack. The analysis showed that there were five technical characteristics for redesign, namely: main raw material strength, upper width on front side, middle width on front side, rear height and placement of bag extra compartments. Redesigning these five items will meet customer’s expectation.