The quality dimensions of a product are identified by Garvin (1984). He distinguishes the next eight dimensions.
- Performance of a product – The primary operating characteristics of a product.
- Features of a product – Secondary characteristics that supplement the product’s basic functioning.
- Reliability of a product– The probability of a product’s failing within a specific period of time.
- Conformance of a product – The degree to which a product’s design and operating characteristics match pre-established standards.
- Durability of a product – When repair is not possible: the amount of use one gets from a product before it physically deteriorates. When repair is possible: the amount of use one gets before it breaks down and replacement is regarded as preferable to continued repair.
- Serviceability of a product – The speed, courtesy, and competence of repair.
- Aesthetics of a product – The looks, feel, sound, taste and smell of a product.
- Perceived quality of a product – The reputation or image of a product.
Furthermore, Garvin categorizes these dimensions in three groups:
- Product-bases approach: performance, features and durability.
- Manufacturing-based approach: conformance, reliability.
- User-bases approach: aesthetics and perceived quality
There is – according to Garvin – a relationship between the quality of the product and
- The price of the product
- (Effectiveness of) advertising.
- Cost of the product
- Profitability of the company
I would like to add there is a strong relationship with customer satisfaction.
Garvin, David A. (1984). What Does “Product Quality” Really Mean? Sloan Management Review, Fall 1984.