Question

Understand and explain eight dimensions of quality?

Answer 1

Quality is nothing but the total attributes of the product or service that is important to fulfill the needs and preferences of the customers.

The eight dimensions of quality are: -

• Performance is the operating characteristics of product which can be measured. The customers can rank the brand based on the performance of its product.
• Features refers to the characteristics of the product or service that can appeal the user.

• Conformance is nothing but the accuracy with which the product or service meet the standard that is set for the product or service. The set standard is the minimum requirement that can fulfill customers' needs. All products or services are expected to meet the set standard precisely.

• Reliability refers to the degree to which an instrument or test measure a characteristic consistently. For example if a person takes the same test and yield the same result, then it is measuring the reliability of the true value of a characteristic.

• Durability is nothing but the ability where a product perform its function over a lengthy period of time under normal condition without any repair or maintenance.

• Serviceability is the speed of providing service to the product when it breaks down.

• Aesthetics represents the personal preference of individual and indicate the user's reponse about the product.

• Perceived quality is a quality of product or service that is based on indirect measures