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BAM 158 Assignment 9 26

This document provides definitions for evaluating the quality of products and services. It lists 9 dimensions for evaluating product quality: performance, aesthetics, special features, conformance, reliability, durability, perceived quality, serviceability, and consistency. It also lists 9 dimensions for evaluating service quality: convenience, reliability, responsiveness, time, assurance, courtesy, tangibles, consistency, and expectancy. The assignment is to choose a specific product or service experience to evaluate using these quality dimensions and discuss the evaluation with a partner.

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17 views2 pages

BAM 158 Assignment 9 26

This document provides definitions for evaluating the quality of products and services. It lists 9 dimensions for evaluating product quality: performance, aesthetics, special features, conformance, reliability, durability, perceived quality, serviceability, and consistency. It also lists 9 dimensions for evaluating service quality: convenience, reliability, responsiveness, time, assurance, courtesy, tangibles, consistency, and expectancy. The assignment is to choose a specific product or service experience to evaluate using these quality dimensions and discuss the evaluation with a partner.

Uploaded by

Yuu
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© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Assignment:

Read the product and service quality dimensions discussed in Module #20.
PRODUCT QUALITY
1. Performance - main characteristics of the product
2. Aesthetics - appearance, feel, smell, taste
3. Special features - extra characteristics
4. Conformance - how well the product conforms to design specification
5. Reliability - consistency of performance
6. Durability - the useful life of the product
7. Perceived quality - indirect evaluation of quality
8. Serviceability - handling of complaints or repairs
9. Consistency - quality doesn’t vary

SERVICE QUALITY
1. Convenience - the availability and accessibility of the service
2. Reliability - ability to perform a service dependably, consistently, and accurately
3. Responsiveness - willingness to help customers in unusual situations and to deal with problems
4. Time - the speed with which the service is delivered
5. Assurance - knowledge exhibited by personnel and their ability to convey trust and confidence
6. Courtesy - the way customers are treated by employees
7. Tangibles - the physical appearance of facilities, equipment, personnel, and communication materials
8. Consistency - the ability to provide the same level of good quality repeatedly
9. Expectancy - meet (or exceed) customer expectations

Find a partner and write your answers on a ¼ sheet of paper. Coose a product (must be for a specific brand) or a
service (previous personal experience in restaurants, hotels, theme parks, government offices, etc.) that you will
evaluate using the dimensions above of Product / Service Quality.

Product Quality - Example, you will evaluate the latest iPhone 15 by looking at the:
Performance – if it can be used for calls, text, apps, camera, video, etc.
Aesthetics – if the mobile phone looks good and stylish
Special Features – camera resolution, battery life, apps and new features
Conformance – if the product consistently follow the features and physical appearance as advertised or as mentioned
in its design specifications
Reliability – does it constantly perform its intended use
Durability - does the product last long without breaking or malfunctioning
Perceived quality - do you have positive or negative perception of the product’s quality
Serviceability – does the brand have an effective customer service or can the product be serviced/repaired
Consistency – quality do not change

Service Quality – Example, you will evaluate the service of PSA (requesting for a copy of your birth certificate)
Convenience – is the location of PSA office accessible? Do they operate in reasonable hours? Are they available
online?
Reliability – is the guidelines clear? Are the details consistent? Do they provide accurate information?
Responsiveness – Do they assist the customers with their questions? Do they provide accurate instructions?
Time – if the whole transaction is done within reasonable amount of time?
Assurance – Do the personnel appear to be knowledgeable of the processes? Can they provide correct information?
Courtesy – Are the employees courteous and polite in dealing with customers?
Tangibles – Does the office look presentable? Does the personnel look professional and dress appropriately?
Consistency – provides the same level of service every time?
Expectancy – did they provide the service they best way possible?

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