Quality Dimensions Notes: Definitions & Explanations PDF | Download eBooks

Study Quality Dimensions lecture notes PDF with total quality management definitions and explanation to study What are Quality Dimensions?. Study quality dimensions explanation with TQM terms to review total quality management course for online MBA programs.

Quality Dimensions Notes:

Quality has no specific definition. While defining quality, customers usually explain the word based on their own understanding. To some, if the product fulfills its intended purpose, it is a good quality product, while others consider a reliable product as a quality product. Same is the case with services. The quality of services in eyes of customers depend on special attention by the provider or his/her prompt response. Based on this, some quality dimensions are defined. Garvin proposed 8 product quality dimensions that include performance, features, reliability, durability, aesthetics, serviceability, conformance and perceived quality. PZ&B proposed 5 service quality dimensions including tangibles, service reliability, empathy, responsiveness and assurance.

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