This document discusses dimensions of product and service quality. It defines quality as fitness for use and conformance to requirements. Product quality dimensions include performance, reliability, durability, serviceability, aesthetics, features, and perceived quality. Service quality dimensions are reliability, responsiveness, competence, communication, credibility, and security. The document was authored by Bishal Das for a mechanical engineering class and covers key aspects and measures of quality for both products and services.

1. QUALITY
Dimensions’ of Product Quality
Dimensions’ of Service Quality
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Bishal Das
BT14ME001
Dept. of Mechanical Engineering

2. Quality
• It is the fitness of use i.e. it is the value of goods and services as perceived
by the supplier, producer and customer. The measure also pertains to the
degree to which the products and services conform to specifications,
requirements and standard at an acceptable PRICE.
Forms of Definition:
a)Juran: It is the fitness of use.
b)Crosby: It is the conformance to requirements.
c)Deming: The efficient production of the quality that the market expects.
d)Feigenbaum: It is what the costumer expects
e)Taguchi: It is the loss that a product costs to the society after being shipped to the customer.
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3. Dimensions of Product Quality
Performance-How Successful ?
Reliability-How Dependable?
Durability-Endurance
Serviceability-Good service
Aesthetics-Good Looking
Features-Distinctive features/characteristics
Perceived Quality-how customer see’s it
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4. Dimensions of Service Quality
Reliability- Dependablity on service
Responsiveness-Reacting quickly
Competence-successful/efficient
Communication-Exchanging Information,goods,etc
Credibility-Trust and believe
Security-Protection to service
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