What is quality?

Quality is not just user satisfaction but it is user delightness.


Satisfaction is when user gets their needs accomplished. But when we say user delightness; that means user gets more than their expectation; they have something extra beyond vision and need.


Consider you want to have a cup of coffee. You visit near by Coffee house. You get coffee and you pay 100 bucks for it. This is user satisfaction that she gets coffee for bucks.
But this is not user delighness, there is no cleanliness offered, there are no chairs or service. This will not make her to revisit same shop again. If she gets cleanliness, right ambiance to have coffee, right service she will definitely revisit that shop again and again. That is what we call as Quality.

Quality is achieving extra service beyond the need.