Question

Identify the eight product quality dimensions. Then describe how they differ from service quality dimensions.

Answer 1

The managers of all the companies and firms should focus on improving the product's quality because the company's primary aim and mission is to satisfy the customer. Many companies do not take the concept of product quality or service quality seriously, so they fail to make gains and profits. There are eight critical dimensions of product quality. The first dimension is performance.

The performance is the first and foremost factor that the consumer will observe. For example, the performance of a bed is successful only when it provides comforts and proper space. It includes the quantifiable attributes.

The second dimension is features.

Features are the essential characteristics that enhance the basic functioning of a product. It mainly involves any innovation in the product other than the primary function of the product. The third dimension is reliability. It determines the probability of failure of a product and its performance. It is one of the most critical factors that consumers also consider. The next dimension is conformance. It determines the degree or extent to which the product meets the established standards.

The next factor is durability. It clearly defines the life of the product. The next dimension is serviceability. It defines the competence of the product and the ease of repairing the product. Consumers mainly focus on the after-sale service of the product. The next dimension is the aesthetics of the product.

It defines the stare, shape, color, size, and texture of the product. The last dimension is perceived quality. It only defines what the customer expects from the product by the company. The service quality dimensions are entirely different from the product quality dimensions. The service quality dimensions are tangibility, reliability, responsiveness, empathy, and assurance. The perception of service is different from that of the product. Both products and services should meet the standard in different ways.