Quality Measurements
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19 Terms
quality
ability of a product/service to consistently meet or exceed customer requirements or specifications
product quality
performance
aesthetic
special features
conformance
reliability
durability
perceived quality
serviceability
consistency
performance
main characteristics of product
aesthetics
appearance, feel, smell, taste
special features
extra characteristics
conformance
how well a product corresponds to design specifications
reliability
dependable performance
durability
ability to perform over time
perceived quality
indirect evaluation of quality
serviceability
handling of complaints or repairs
consistency
quality doesn't vary
service quality
convenience
reliability
responsiveness
time
assurance
courtesy
convenience
availability and accessibility od the service
reliability
ability to perform a service dependably, consistently, and accurately
responsiveness
willingness of service providers to help customers in unusual situations and to deal w problems
time
speed with which service is delivered
assurance
knowledge exhibited by personnel who come into contact with a customer and their ability to convey trust
courtesy
the way customers are treated by employees who come into contact with them
Note 
Flashcards (55)