Dimensions of Product & Service Quality
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David Garvin defined eight dimensions that can be used at a strategic level to analyze quality characteristics: performance, features, reliability, conformance, durability, serviceability, aesthetics, and perceived quality. Zeithaml, Parasuraman and Berry identified five dimensions customers use to evaluate service quality - reliability, assurance, tangibles, empathy, and responsiveness - and named their survey instrument SERVQUAL.
Dimensions of Product & Service Quality
- 2. Eight dimensions can be used at a strategic level to analyse quality characteristics. The concept was defined by David Garvin.
- 4. Performance refers to a product's primary operating characteristics. This dimension of quality involves measurable attributes; brands can usually be ranked objectively individual aspects of performance. on
- 5. Features are additional characteristics that enhance the appeal of the product or service to the user.
- 6. Reliability is the likelihood that a product will not fail within a specific time period. This is a key element for users who need the product to work without fail.
- 7. Conformance is the precision with which the product or standards. service meets the specified
- 8. Durability measures the length of a product’s life. When repaired, the estimating product can durability is be more complicated. The item will be used until it is no longer economical to operate it.
- 9. Serviceability is the speed with which the product can be put into service when it breaks down, as well as the competence and the behaviour of the serviceperson.
- 11. Perceived Quality is the quality attributed to a good or service based on indirect measures.
- 12. After extensive research, Zeithaml, Parasuraman and Berry found five dimensions customers use when evaluating service quality. They named their survey instrument SERVQUAL. They introduced the acronym RATER.
- 14. Ability to perform the promised service dependably and accurately.
- 15. Knowledge and courtesy of employees and their ability to convey trust and confidence.
- 18. Willingness to help customers and provide prompt service.