Category Archives: Quality Management

Reliability

Reliability

As previously described, reliability relates to the consistency of performance
and
dependability of the service. FedEx provides a good example of a firm that prov ides
highly reliable service.

Tangibles

Tangibles. 

Tangibles are the physical evidence of the service. The boxy brown UPS truck or the clean. white FedEx truck is an easily recognized tangible. The type of uniform a restaurant's waitstaff wears and the cleanliness of the uniforms are some of the tangibles that you observe when you go out to eat. The food. served at the music festival and the t-shirts that celebrate that festival are also examples of tangibles.

Quality in Services

Quality in Services

Parasurarnan  Zeithaml and Berry (1986, 1990)· identified the following 10 “generic”
factors or dimensions that contribute to the level of service quality a firm prov ides to its
customers.

Perceived Quality

Perceived Quality

According to David Garvin. perceived quality is directly related to the reputation of the firm that manufactures the product. Often, total information about the various quality aspects of a product is not available. especially when it is a new product that is being introduced for the first time. Consequently. customers rely heavily on the past performance and reputation of the firm making the product attaching a perceived value based on the previous performance of the company's other products.

Aesthetics

Aesthetics

Aesthetics is obviously a dimension of quality for which there is a high degree of individual judgment and that is also highly subjective. In fact, in term of aesthetics, good quality to one group of customers might even be perceived as poor quality to another group. Companies, therefore, have an opportunity with this quality dimension to seek out a very specific market niche.