Dimension 5: Durability
Durability is closely related to warranty and answering the question of how long can the product perform or last, and under what conditions. Requirements for product durability are often covered within contracts and specifications.
Dimension 6: Serviceability
Serviceability refers to how readily and easily the product is repaired when it fails. Serviceability could greatly affect the authenticity and availability of a system, while manageability itself affects serviceability. Consumers both care about a product's lasting time and the guarantee time. In some case where problems are not immediately resolved and complaints are recorded, it is likely that customer's ultimate evaluation of product and service quality is negative effected.
Dimension 7: Aesthetics
The way a product looks; not to mention its feels, sound, and tastes or smells are crucail to users. The aesthetic properties of a product could be a significant factor in building a company or brand’s identity. It is also a matter of personal judgment, and will vary from one customer to another, since customers all have different mindset. Faults or defects in a product may heavily decrease its aesthetic properties, even if they do not reduce or alter other dimensions of quality, are often the cause of rejection.
Dimension 8: Perception
Customers’ perceptions of product quality-as opposed to objective quality-is the cause of preferences and consequently satisfaction, loyalty, sales, and so on. The product or service itself may hold adequate or even superior dimensions of quality, but still fall victim to negative perceptions. A high quality product could be regarded as being low quality under the impression of poor service by installation or field technicians. If the product service is not properly and satisfactory the failure is often associated with the product’s quality rather than the quality of the service it receives.
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