Dimensions of Product & Service Quality

1. DIMENSIONS OF PRODUCT & SERVICE QUALITY PREPARED BY, ASHOK.M

2. Eight dimensions can be used at a strategic level to analyse quality characteristics. The concept was defined by David Garvin. 8 DIMENSIONS OF PRODUCT QUALITY

3. Performance Features Reliability Conformance Durability Serviceability Aesthetics Perceived Quality 8 DIMENSIONS

4. Performance refers to a product's primary operating characteristics. This dimension of quality involves measurable attributes; brands can usually be ranked objectively on individual aspects of performance. PERFORMANCE

5. Features are additional characteristics that enhance the appeal of the product or service to the user. FEATURES

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. RELIABILITY

7. Conformance is the precision with which the product or service meets the specified standards. CONFORMANCE

8. Durability measures the length of a product’s life. When the product can be repaired, estimating durability is more complicated. The item will be used until it is no longer economical to operate it . DURABILITY

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. SERVICEABILITY

10. Aesthetics is the human perception of beauty, including sight, sound, smell, touch, taste, and movement AESTHETICS

11. Perceived Quality is the quality attributed to a good or service based on indirect measures. PERCEIVED QUALITY

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. 5 DIMENSIONS OF SERVICE QUALITY

13. Reliability Assurance Tangibles Empathy, and Responsiveness 5 DIMENSIONS OR RATER MODEL

14. Ability to perform the promised service dependably and accurately. RELIABILITY

15. Knowledge and courtesy of employees and their ability to convey trust and confidence. ASSURANCE

16. Appearance of physical facilities, equipment, personnel, and communication materials. TANGIBLES

17. Caring, individualized attention the firm provides its customers. EMPATHY

18. Willingness to help customers and provide prompt service. RESPONSIVENESS

19. THANK YOU