ch2 Flashcards
who develops a system of thinking about the quality of products?
DAVID GARVIN
-consist of the primary operating characteristics of a product
-is regularly a basis of disagreement between customers
thin suppliers…
PERFORMANCE
added characteristics that boost the attraction
FEATURES
product will not fail inside a particular time period.
RELIABILITY
depicts to what characteristics meet established standards.
CONFORMANCE
It measures the length of a product’s life.
DURABILITY
involves the customer’s ease of obtaining repair service like access to service centers and/or ease of self-service;
SERVICEABILITY
means how a product looks, feels, tastes, or smells.
AESTHETICS
individual’s subjective appraisal of products/services attributes
PERCEIVED QUALITY
dimensions of quality are associated with the environment in
which the service is rendered to the customers.
TANGIBLES
-It is the ability to perform the promised service dependably and
accurately to customers on specific services.
RELIABILITY
-Is the willingness to help customers and provide prompt service.
RESPONSIVENESS
employees’ knowledge of courtesy and the ability of the firm and its employees
to inspire trust and confidence.
ASSURANCE
refers to the caring attitude that an organization provides toward customers.
EMPATHY
5 Dimensions of
Service quality
Tangibles
Reliability
Responsiveness
Assurance
Empathy
8 Dimensions of
Product Quality
Performance
Features
Reliability
Conformance
Durability
Serviceability
Aesthetics
Perceived Quality
