Research Article
Analysis of Product Quality Dimension as a First Step to Meet Customers’ Expectation and Desire: Case Study of FOI Almond Milk
@INPROCEEDINGS{10.4108/eai.27-7-2021.2316889, author={Kirana Binar Rembulan and Monica Florencia and Wisnu Dewobroto}, title={Analysis of Product Quality Dimension as a First Step to Meet Customers’ Expectation and Desire: Case Study of FOI Almond Milk}, proceedings={Proceedings of the 4th International Conference on Economics, Business and Economic Education Science, ICE-BEES 2021, 27-28 July 2021, Semarang, Indonesia}, publisher={EAI}, proceedings_a={ICE-BEES}, year={2022}, month={3}, keywords={product quality customer satisfaction small and medium enterprise}, doi={10.4108/eai.27-7-2021.2316889} }- Kirana Binar Rembulan
Monica Florencia
Wisnu Dewobroto
Year: 2022
Analysis of Product Quality Dimension as a First Step to Meet Customers’ Expectation and Desire: Case Study of FOI Almond Milk
ICE-BEES
EAI
DOI: 10.4108/eai.27-7-2021.2316889
Abstract
Plant-based food is recently trending in Indonesia, in which among the most-consumed is nut-based food such as almonds, soybeans, edamame (Japanese beans), and others. With this great opportunity, a small-scale business named FOI has established. FOI is a business that provides almond-based milk. Besides the trending demand, another goal of FOI is to raise awareness among Indonesians about the importance of consuming milk. FOI almond milk is consumable particularly for those who are intolerant to lactose, allergic to cow's milk, and safe for pregnant and breastfeeding mothers. As a newcomer, FOI certainly faces obstacles and weaknesses that must be evaluated to meet consumer expectations and desires, since customer satisfaction is a crucial factor to maintain business. This research was conducted using the Importance Performance Analysis method by testing 27 attributes from 8 dimensions of product quality and comparing the performance results of FOI almond milk to customer interests. The results show that 3 attributes must be prioritized for improvements; texture, aroma, and untidy packaging and presentation. 13 other attributes with good performance that must be maintained are the milk's good taste, practicality (ready to drink), clean packaging, serving, 100% natural ingredients, swift service, and best product quality.