There are lots of definitions of the word quality. One of them, A product or service s quality is the ability to satisfy the customers needs and expectations , is how the customers in the building business seem to define it.
Theories regarding quality criteria exists in plural.
High quality results in more satisfied customers, whom are important to keep and take care of. An active care of the relations leads to lower price sensitivity, increased market shares. Old customers, where relations and confidence already has been built up, generates revenues that are important to keep. These are easier to serve and often contributes with good ideas on how the company can develop.