Service Quality Dimensions

Topics: Service, Supply chain management terms, Goods Pages: 12 (1187 words) Published: August 26, 2013
UPD-COESOB BA-246 (QM)

6/7/2013
LECTURE HANDOUT 05JUN2013 Page 1 of 5

Lecture 2a: Product/ Service Quality Dimensions/ Determinants Prof. Ramon H E i P f R H. Enriquez

Topics Outline
  

Review of Goods and Services Characteristics Key Dimensions of Prodcut Quality Determinants of Service Quality

1-1

1-2

Goods and Services
Automobile Computer Installed carpeting Fast-food meal Restaurant meal/auto repair Hospital care Advertising agency/ investment management Consulting service/ teaching Counseling 100%
|

Review – Characteristics of Goods
  

Tangible product Consistent product definition Production usually separate from consumption Can be inventoried Low customer interaction 1-4


100%
|

75
|

50
|

25
|

0
|

25
|

50
|

75
|



Percent of Product that is a Good

Percent of Product that is a Service

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Review – Characteristics of Service


Topics Outline
Review of Goods and Services Characteristics Key Dimensions of Product Quality Determinants of Service Quality  

      

Intangible product Produced and consumed at same time Often unique High customer interaction Inconsistent product definition Often knowledge-based Frequently dispersed 1-5

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Prof. Ramon H. Enriquez

07/06/2013

1

UPD-COESOB BA-246 (QM)

6/7/2013
LECTURE HANDOUT 05JUN2013 Page 2 of 5

Dimensions of goods quality
1. 2. 3. 4. 4 5. 6. 7. 8.

1. Performance


Performance Features Reliability Conformance Durability Serviceability Aesthetics Perceived Quality.

Performance refers to a product's primary operating characteristics. This dimension of quality involves measurable attributes; brands can usually be ranked objectively on individual aspects of performance. 1-8



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2. Features


3. Reliability


Features are additional characteristics that enhance the appeal of the product or service to the user.

Reliability is the likelihood that a product will not fail within a specific time period. p This is a key element for users who need the product to work without fail. 1 - 10



1-9

4. Conformance


5. Durability
Durability measures the length of a product’s life. When the product can be repaired, estimating durability is more complicated. 



Conformance is the precision with which the product or service meets the specified standards.



The item will be used until it is no longer economical to operate it. This happens when the repair rate and the associated costs increase significantly. 1 - 12

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Prof. Ramon H. Enriquez

07/06/2013

2

UPD-COESOB BA-246 (QM)

6/7/2013
LECTURE HANDOUT 05JUN2013 Page 3 of 5

6. Serviceability


6. Aesthetics


Serviceability is the speed with which the product can be put into service when it breaks down, as well as the competence and the behaviour of the service-person

Aesthetics is the subjective dimension indicating the kind of response a user has to a product. It represents the individual’s personal preference.



1 - 13

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7. Perceived Quality


Topics Outline
  

Perceived Quality is the quality attributed to a good or service based on indirect measures.

Review of Goods and Services Characteristics Key Dimensions of Prodcut Quality Determinants of Service Quality

1 - 15

1 - 16

Determinants of Service Quality
1. 2. 3. 4. 5. 6. 7. 8. 9. 10.

1. Reliability


Reliability Responsiveness Competence Understanding Access A Communication Courtesy Credibility Security Tangibles. 1 - 17

Consistency of performance and dependability.
 Many

of the factors promoting reliability are common to overall success.

1 - 18

Prof. Ramon H. Enriquez

07/06/2013

3

UPD-COESOB BA-246 (QM)

6/7/2013
LECTURE HANDOUT 05JUN2013 Page 4 of 5

2. Responsiveness


3. Competence


Willingness and readiness to perform services.
 Example:

Possession of skills and knowledge to...
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