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.