Anticlue

Dimensions of Product and Service Quality

When it comes to measuring the quality of your services, it helps to understand the concepts of product and service dimensions. Users may want a key board that is durable and flexible for using on the wireless carts. Customers may want a service desk assistant who is empathetic and resourceful when reporting issues.
Quality is multidimensional. Product and service quality are comprised of a number of dimensions which determine how customer requirements are achieved. Therefore it is essential that you consider all the dimension that may be important to your customers.

Product quality has two dimensions.

• Physical dimension - A product's physical dimension measures the tangible product itself and includes such things as length, weight, and temperature.
• Performance dimension - A product's performance dimension measures how well a product works and includes such things as speed and capacity.

While performance dimensions are more difficult to measure and obtain when compared to physical dimensions, but the efforts will provide more insight into how the product satisfies the customer.

Like product quality, service quality has several dimensions.

• Responsiveness - Responsiveness refers to the reaction time of the service.
• Assurance - Assurance refers to the level of certainty a customer has regarding the quality of the service provided.
• Tangibles - Tangibles refers to a service's look or feel.
• Empathy - Empathy is when a service employee shows that she understands and sympathizes with the customer's situation. The greater the level of this understanding, the better. Some situations require more empathy than others.
• Reliability - Reliability refers to the dependability of the service providers and their ability to keep their promises.

The quality of products and services can be measured by their dimensions. Evaluating all dimensions of a product or service helps to determine how well the service stacks up against meeting the customer requirements.