Final answer:
External quality pertains to the customer-perceived attributes of a product or service, categorized into performance features and perceived quality, which collectively impact customer satisfaction and brand reputation.
Step-by-step explanation:
External quality refers to the attributes of a product or service that are perceived by the customer. These attributes can influence customer satisfaction, brand reputation, and purchase decisions.
External quality is generally divided into two main subcategories:
- Performance Features: These are the characteristics that affect the product's ability to perform its functions. This includes aspects like usability, functionality, reliability, and efficiency.
- Perceived Quality: This relates to the customer's perception and subjective evaluation of the product, which is influenced by branding, reputation, marketing, and aesthetics.
Understanding and improving external quality is crucial for businesses to meet customer expectations and remain competitive in the market.