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8 Dimensions of Quality

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8 Dimensions of Quality
Charmaynetay
Flashcards by Charmaynetay, updated more than 1 year ago
Charmaynetay
Created by Charmaynetay about 10 years ago
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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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