What is the relationship between customer satisfaction and quality management?

The choice that states customer satisfaction is a measure of quality is correct because customer satisfaction directly reflects how well a product or service meets or exceeds customer expectations. High levels of customer satisfaction are often indicative of high quality in the eyes of the consumer. When quality management practices are effectively implemented, they aim to enhance the features, reliability, and performance of products or services, which in turn leads to improved customer experiences. As customers perceive higher quality, their satisfaction with the service or product increases, creating a direct correlation between the two.

For instance, in the hospitality industry, quality management systems can help ensure that services provided—like cleanliness, service efficiency, and customer interactions—meet stringent quality criteria. When these standards are consistently met, customer satisfaction naturally improves, reinforcing the idea that a well-managed quality assurance process is essential for achieving satisfied customers.