Customer Quality Dimensions

Products

• Performance
• Features
• Reliability
• Conformance
• Durability
• Serviceability
• Aesthetics
• Safety
• Other perceptions

Services

• Time and timeliness
• Completeness
• Courtesy
• Consistency
• Accessibility and convenience
• Accuracy
• Responsiveness

 Source: Roberta S. Russell & Bernard W. Taylor III, (2003). Operations Management, 4^th ed., Prentice-Hall. pp. 615-616.

- 2/16/2005 -

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Copyright © 2005 Raymond S. Kulzick - Last modified: September 13, 2008