Guico, Nikki Andrea C.

August 7, 2019
IRRA1. Prof. Beverly Alejandria

Dimensions of Quality for Products and Services

1. Performance - How well the product or service delivers on expectations, based on

measurable attributes

Ex: Acceleration or handling of a car; average speed to resolve customer issues

2. Features - Characteristics that supplement the basic function — in other words, the
“bells and whistles”

Ex: Voice-activated remote control on a television; customer service offered through

live chat

3. Reliability - Probability of the product or service failing within a specific time period

Ex: Average time to first failure for a computer; first-contact response time for a call
center

4. Conformance: The extent to which a product or service meets established standards

Ex: Defect rates in a factory; accuracy and timeliness of processing customer inquiries

5. Durability - Amount of use before a product or service is no longer usable and

purchasing a replacement is the preferable (or only) solution

Ex: The expected life span of a lightbulb’s filament; the warranty offered by a contractor

6. Serviceability - The ease, promptness, competence and courtesy of repair or services

Ex: Service offered across multiple channels, such as toll-free hotlines or through social
media; an airline’s provision of self-service options

7. Aesthetics: Subjective view of product’s appearance, smell, feeling, etc.

Ex: The “rich and full flavor” of a food; the appearance of a service business’s office,
website or personnel
 8. Perceived quality: Indirect measure based on a company’s general reputation

Ex: Assumption that a product or service offered by a reliable company such as Apple,
Sony or Zappo’s will be of high quality

Source:

The 8 Dimensions of Quality: SunTrust Resource Center. Retrieved from

https://www.suntrust.com/resource-center/commercial-corporate/article/the-8-dimensions
-of-quality#.XUo0YGTQFkw