Flashcards
8 Dimensions of Quality
Flashcards do conjunto (9)
- 18 DIMENSIONS OF QUALITY1. Performance
2. Features
3. Reliability
4. Conformance
5. Durability
6. Serviceability
7. Aesthetics
8. Perceived Quality - 2PERFORMANCEthe primary operating characteristics
EG: cars- breaks - 3FEATURESsupplements to the basic functioning characteristics of the product/service
EG: complementary Wi-Fi at a hotel - 4RELIABILITYthe probability of the product not working properly or breaking down altogether within a specific period
-increasingly important, particularly for items like home appliances - 5CONFORMANCEthe degree to which a product's design or operating characteristics conform to
pre-established standards - 6DURABILITYthe amount of use a person can get from a product before it breaks down to such a point it has to be replaced
- 7SERVICEABILITYthe promptness, proficiency, courtesy, and ease of repair
- 8AESTHETICShow a product feels, smells,
tastes, looks, feel
-all are highly subjective, highly dependent on an individuals judgement and preferences - 9PERCEIVED QUALITYrefers to individuals subjective assessment of product or service quality