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@article{202689,
        author = {Varshini S and Pradeep G and Nithish Kumar V and Shanu R and Sandhiya S and Priyadharshini S},
        title = {A STUDY ON IMPORTANCE OF PRODUCT QUALITY AND PERSONALIZED CUSTOMER CARE TO ATTAIN HIGHER CUSTOMER SATISFACTION},
        journal = {International Journal of Innovative Research in Technology},
        year = {2026},
        volume = {12},
        number = {12},
        pages = {9145-9151},
        issn = {2349-6002},
        url = {https://ijirt.org/article?manuscript=202689},
        abstract = {This article examines the importance of product quality and customer service in establishing customer satisfaction, trust and ultimately long-term success in the modern marketplace. It defines customer satisfaction through the example of one recent transaction involving Ravi, who bought a pair of headphones that malfunctioned shortly thereafter and was presented with a sorry excuse for a response by the retail staff. The research demonstrates how a lack of meeting expectations can negatively impact customer perception through the analysis of survey responses from 193 customers, which show that customers not only expect products to be reliable/durable but also that they will receive respectful, empathetic, and solution-oriented support when issues arise. Poor product performance combined with indifferent customer service will result in customer dissatisfaction and loss of trust; both of which will create adverse word-of-mouth or recommendations to others regarding the company (brand) or products. Companies who emphasise quality assurance and customer centricity by treating each customer as a valued person (not an anonymous transaction) will likely form strong bonds with their customers; creating long Term customer loyalty thereby enhancing sustainable business growth. The conclusion of this study is that creating a positive customer experience and ensuring the long-term success of an organisation can only occur by balancing the delivery of high-quality products and effective customer support.},
        keywords = {Quality of Product, Quality of Customer Service, Customer Satisfaction, Customer Loyalty},
        month = {May},
        }