Quality Dimensions of Goods and Services Product Quality Dimensions 1.Performance-Operating characteristics 2.Features-Important special characteristics 3.Flexibility-Meeting operating specifications over some period of time 4.Durability-Amount of use before performance deteriorates 5.Conformance-Match with preestablished standards 6.Servicability-Ease and speed of repair or normal service 7.Aesthetics-How a product looks and feels 8.Perceived quality-Subjective assessment of characteristics (product image) Service Quality Dimensions 1.Timeliness-Performed in promised period of time 2.Courtesy-Performed cheerfully 3.Consistency-Giving all customers similar experiences each time 4.Convenience-Accessibility to customers 5.Completeness-Fully serviced,as required 6.Accuracy-Performed correctly each time Source:Adapted from J.W.Dean.Jr.and J.R.Evans,Total Quality:Management,Organization and Society (St. Paul,MN:West Publishing Company.1994):H.V.Roberts and B.F.Sergesketter.Quality Is Personal (New York: The Free Press,1993):D.Garvin,Managed Quality:The Strategic and Competitive Edge(New York:The Free Press 1988):and M.A.Hitt,R.D.Ireland,and R.E.Hoskisson.Strategic Management.4th ed.(Cincinnati,OH:South- Vestern,2001).p.211. ©Prentice Hall,2002 19-25 Quality Dimensions of Goods and Services © Prentice Hall, 2002 19-25