Product Quality Dimensions
There are eight dimensions of quality. The first is performance. It involves the various operating characteristics of the product. For example a television will be judged by the quality of the picture and sound. Second are features: these are characteristics that supplement the basic operating characteristics. For instance in a car, a navigation system would be an additional feature. Third is reliability of a product, which is basically how dependable the product is over a period of time. Fourth is conformance; which is basically how a product meets its pre determined standards. Fifth is durability which is a measure of how long a product performs before its time to replace it. Sixth is serviceability which is how easy it is to repair a product when it breaks down. For example Honda’s are easy to repair and so they are high on the serviceability chart. Eight is perceived quality; which means consumers expect a certain level of excellence from the item because of the reputation its name has built. For example Rolex watches are perceived to be high quality.
Service Quality Dimensions
Timeliness is the first dimension. Relative to the consumer it’s the time that a consumer had to wait to receive the service. Second is courtesy; for instance was the service clerk nice. Third is consistency. In my view McDonalds is very consistent at preparing meals for customers in a timely manner. On your receipt is the order time and they guarantee your food is prepared in less than 1 minute. Fourth is convenience; my local fresh and easy store is convenient because it has all the items I need and I am willing to pay a premium because of the convenience. Fifth is completeness and most gas stations in India are full service meaning they pump the gas into your car. Sixth is accuracy and I would say Chick Fil A is very accurate when it comes to getting your order right the first time.