Quality characteristics can be analyzed with the help of eight dimensions of product quality management. David Garvin has defined the concept in the form of Eight Dimensions of Quality. These are summarized here:
- Performance: 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.
- Features: Features are additional characteristics that enhance the appeal of the product or service to the user.
- Reliability: Reliability is the likelihood that a product will not fail within a specific time period. This is a key element for users who need the product to work without fail.
- Conformance: Conformance is the precision with which the product or service meets the specified standards.
- Durability: Durability measures the length of a product’s life. When the product can be repaired, estimating durability is more complicated. 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.
- Serviceability: Serviceability is the speed with which the product can be put into service when it breaks down, as well as the competence and the behavior of the service person.
- Aesthetics: Aesthetics is the subjective dimension indicating the kind of response a user has to a product. It represents the individual’s personal preference.
- Perceived Quality: Perceived Quality is the quality attributed to a good or service based on indirect measures.
Source: Wikipedia
