2134713
Description
Flashcards by Charmaynetay, updated more than 1 year ago
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Created by Charmaynetay
about 9 years ago
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| Question | Answer |
| 8 DIMENSIONS OF QUALITY | 1. Performance 2. Features 3. Reliability 4. Conformance 5. Durability 6. Serviceability 7. Aesthetics 8. Perceived Quality |
| PERFORMANCE | the primary operating characteristics EG: cars- breaks |
| FEATURES | supplements to the basic functioning characteristics of the product/service EG: complementary Wi-Fi at a hotel |
| RELIABILITY | the probability of the product not working properly or breaking down altogether within a specific period -increasingly important, particularly for items like home appliances |
| CONFORMANCE | the degree to which a product's design or operating characteristics conform to pre-established standards |
| DURABILITY | the amount of use a person can get from a product before it breaks down to such a point it has to be replaced |
| SERVICEABILITY | the promptness, proficiency, courtesy, and ease of repair |
| AESTHETICS | how a product feels, smells, tastes, looks, feel -all are highly subjective, highly dependent on an individuals judgement and preferences |
| PERCEIVED QUALITY | refers to individuals subjective assessment of product or service quality |
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