Answered: Defining Quality: The Dimensions of…

Practical Management Science

6th Edition

ISBN:9781337406659

Author:WINSTON, Wayne L.

Publisher:WINSTON, Wayne L.

Chapter2: Introduction To Spreadsheet Modeling

Section: Chapter Questions

Problem 20P: Julie James is opening a lemonade stand. She believes the fixed cost per week of running the stand...

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Defining Quality: The Dimensions of Quality

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Step 1

Business organizations need to know what service dimensions should be analyzed and improved to enhance the quality of service. Services not only meet customer needs but should also meet their aspirations and expectations of customers so that satisfaction is achieved (important words sustainable business generation). Quality here is a dynamic state that may associate with services, processes, environment, people, and products that meet or even exceed the requirements and aspirations. There have been several attempts to identify the right quality dimensions.

Step 2

The five important dimensions of service quality are listed and described below.

Tangibility- The quality of a service may be impacted by tangible elements, including those related to equipment, physical facilities, communication materials, and personnel among others. Customers may perceive the quality of service based on these tangible elements and components and the actual quality of the service may also depend on their state.
Reliability- The extent to which service and its delivery are reliable may also impact its quality. A company should deliver on its promises and commitments in areas including service provision, delivery, pricing, and problem resolution among others. Customers only prefer and stick to companies that make reliable and true promises relating to service components and attributes as well as service outcomes.

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