GOOD AFTERNOON

IM MARK BRYAN MARCIAL

Ang report ko is about sa dimensions of product and service quality

PRODUCT QUALITY IS usually judged by the 8 dimensions of quality a theory devised by David Garvin

PERFORMANCE

sympre itetesting mo if the product is working or

How good the product operates and in delivering its main purpose/ used

for example
ang product is electric fan
ang main characteristic or purpose is to blow air

so pag bibili or pagkabili tatry of it is working

and how good it works

1 2 3 buttons if it is 3 malakas ba yung hangin .. performance

FEATURES

ito naman yung mga additional characteristics

example

remote controlled yung efan

or sa smartphones
dual sim, dual speaker, quad camera …
sa car naman may built in gps navigation
it adds to the appeal of the product
and mas lalo nassasatisfy si customer

Reliability
is how long a product operate without errors or interruption
or yung consistency same level performance for a long period of time
for example ung phone nagamit mo naman sya with same and consistent performance for a long period
of time so masasabi na quality sya ..

pero sympre di maiiwasan na bumabagal or naghahang na or minsan bigla nlng namamatay lalo nap ag
outdated na .. don na massasabi na di na sya reliable or less reliable na sya

Reliability

Conformance
from the word it self conform
or pag sunod sa given product details or specifications
pag sinabi sa specs na 5000mah battery ng phone

8/128gb yung ram and rom STORAGE

and pagka receive mo nung product is nasunod naman ito. conformance

DURABILITY

is how long a product last or kung gaano ito katagal nagamit or gumana hangang sa pag kasira nito

paano naman kapag repairable pa

if ang product ay narepair pa and can still be use after repair then it is still durable ..pero pag hindi na or
wala ng use yung product don na masasabing di na sya durable.
pero minsan kasi ung repair cost sobrang mahal na don ka mag dedecide if iapaprepair mo pa or bili ka
nlng bago.

For such products, the durability will be counted until it is no longer economically beneficial to use it.
This is when the repairs and the costs of repairing increase. Customers then must weigh the costs for
future repairs against the costs of investing in a new one together with its operating expenses. In other
cases, durability is measured by the amount someone can use a product before it stops working and
repair is impossible.

SERVICEABILITY

How easy a product can be repaired

kapag nadamage ang product
mabilis lang ba irepair ang product
or di hustle
AESTHETICS

Looks or ganda nung productSA 5SENSES

and naka depende ito sa preference ng isang tao..
maaring maganda tignan sayo ung isang product pero para sa iba ay hindi..

PERCEIVED QUALITY
PERCEPTION

hindi ito lagging tama o hindi lagi itong totoo

Dito magmamatter yung brand
for example pag sinabing apple iphone quality product
tapos kapag naman sinabing made in china fake

or kapag mahal ang product ay maganda quality nyan.

and yon na for the 8 dimension of product quality

next is the 5 dimensions of service quality defined by Parasuraman, Zeithamel and
Berry
SERVICE QUALITY

RELIABILITY
NAGAWA YUNG SERVICE NG TAMA AT MAAYOS / WALANG ERROR
AND ON THE PROMISED TIME .. AND DAPAT CONSISTENT ..
FOR EXAMPLE SA DELIVERY SERVICE

IF SINABI NOV 7 DARATNG YUNG PINADELIVER .. GANON DATE DARATING SO RELIABLE SERVICE
NABIBIGAY NILA YUNG SERVICE ON TIME .. AND SYEMPRE DAPAT CONSISTENT DIN..

ASSURANCE
KUNG KNOWLEDGABLE BA YUNG SERVICE PROVIDER AT TALAGANG ALAM NILAYUNG GINAGAWA NILA
AND KAYA NIYANG SAGUTIN YUNG MGA TANONG NI CUSTOMER.
LIKE KAPAG IPAPACHECK UP MO YUNG MOTOR OR IPAPA AYOS.. MAIIDENTIFY NILA YUNG SIRA

TANGIBLES
ITO YUNG AESTHETICS .. MGA EQUIPMENT NA GINAGAMIT IS MAAYOS AND YUNG MGA FACILITIES
MALINIS AT ANG MGA EMPLOYEES AY MALINIS TIGNAN

EMPATHY
NAGBIBIGAY NG INDIVIDUAL care or ATTENTION KUNG INIINTINDI BA TALGA NI SERVICE PROVIDER
YUNG APPEAL OR NEED NI CUSTOMER
AND MAFEFEEL TLGAA NI CUSTOMER NA MAY CARE si service provider

EXAMPLE MGA SALESPERSON SA MALL

IF NAG ASK KA NA KUNG MAY IBANG SIZE PA NETONG SAPATOS NA ITO DAHIL MALIIT SAYO NUNG
SINUKAT MO AT DI MO ALAM SIZE NG PAA MO .. CHECHECK NILA AGAD AND 2 OR MORE SIZES PA ANG
DINALA SAYO PARA IPASUKAT.

RESPONSIVENESS
KUMBAGA LAGING HANDA NA IPROVIDE SAYO YUNG SERVICE ANY TIME
AND MAY WILLINGNESS
KAPAG CHINAT MABILIS MAGREPLY AND NASAGOT NG MGA CALLS… MABILIS ANG RESPONSE

AND THAT S ALL FOR MY REPORT PO … THANKYOU

David Alan Garvin (born May 12, 1952 in New York City , died April 30, 2017 in Lexington , Massachusetts
)due to cancer [1] was an American economist at Harvard Business School in Boston, Massachusetts..

 Valerie Zeithaml, A. Parasuraman and Leonard Berry

Valarie Zeithaml is an award-winning teacher and researcher, and an internationally recognized pioneer
of services marketing. She devoted the last 35 years to researching, consulting and teaching service
quality, services management and customer equity.

A. Parasuraman (“Parsu”) is considered one of the most influential figures in the field of services
marketing and service quality, and is widely known for his work on SERVQUAL, E-S-QUAL, and the
Technology Readiness Index (TRI). He has published over one hundred articles in prestigious academic
and management

Leonard L. (Len) Berry (born 1942) is a distinguished professor of marketing at Texas A&M University
and a senior fellow at the Institute for Healthcare Improvement. Berry is a past president of the
American Marketing Association. He has studied service delivery in healthcare at the Mayo Clinic and in
cancer care settings. Berry is Texas A&M's most cited faculty member on Google Scholar, with over
200,000 citations