Features, Conformance and Perceived Product Quality: A Social Security Mobile Apps

With the notable escalation in business rivalry, the notion of perceived product quality has become an increasingly prominent concern among marketing scholars and professionals. Product quality encompasses more than simply meeting technical specifications. Consequently, the objective of this research is to analyze the elements that influence perceived product quality, specifically features, conformance, and performance. This investigation scrutinizes explicitly a government-owned Social Security product that is application-based, employing online questionnaires that are exclusively distributed to 150 users. The gathered empirical data is subsequently analyzed using the component-based structural equation modeling approach (PLS-SEM). The results incontrovertibly demonstrate that features exert a positive influence on performance (p-value = 0.000) while having no impact on perceived product quality (p-value 0.559). Conversely, conformance exerts a positive and significant influence on both features (p-value 0.006) and perceived product quality (p-value 0.000). In contrast, performance has no effect on perceived product quality (p-value 0.277). Thus, the outcomes of this research provide valuable insights for companies to continually innovate their products and enhance their product strategies and concepts in order to augment consumer knowledge.