BYU GSCM 201 Final
Study online at https://quizlet.com/_hjulk0
1. What are the 8 Quality Dimensions of Products?: Performance, Features, Reliability, Confor-
mance, Durability, Serviceability, Aesthetics, and Perception.
2. Performance (8 Quality Dimensions of Products): Does the product do what you want it to
do?
3. Features (8 Quality Dimensions of Products): Does the product possess the features you are
looking for?
4. Reliability (8 Quality Dimensions of Products): Does the product consistently perform as it is
supposed to over time?
5. Conformance (8 Quality Dimensions of Products): Does the product conform to design
specifications?
6. Durability (8 Quality Dimensions of Products): Ho long will the product perform or last, and
under what conditions?
7. Serviceability (8 Quality Dimensions of Products): Is the product relatively easy to maintain
and repair?
8. Aesthetics (8 Quality Dimensions of Products): Does the product look sound, taste, or smell
the way it should?
9. Perceptions (8 Quality Dimensions of Products): For any dimension that cannot be observed
directly, does the product seem like a high-quality product?
10. What are the 5 Quality Dimensions of Service?: Tangibles, Reliability, Responsiveness,
Assurance, and Empathy.
11. Tangibles (5 Quality Dimensions of Services): How pleasing is the appearance of the physica
facilities, equipment, personnel, and communication materials?
12. Reliability (5 Quality Dimensions of Services): How dependably can the service provider
provide promised service?
13. Responsiveness (5 Quality Dimensions of Services): How willing, able, and promptly is the
service provider to help you?
14. Assurance (5 Quality Dimensions of Services): How knowledgeable and courteous are the
service employees and how well do they convey trust and confidence?
15. Empathy (5 Quality Dimensions of Services): Ho well does the service provide caring,
individualized attention to its customers?
1/3
Study online at https://quizlet.com/_hjulk0
1. What are the 8 Quality Dimensions of Products?: Performance, Features, Reliability, Confor-
mance, Durability, Serviceability, Aesthetics, and Perception.
2. Performance (8 Quality Dimensions of Products): Does the product do what you want it to
do?
3. Features (8 Quality Dimensions of Products): Does the product possess the features you are
looking for?
4. Reliability (8 Quality Dimensions of Products): Does the product consistently perform as it is
supposed to over time?
5. Conformance (8 Quality Dimensions of Products): Does the product conform to design
specifications?
6. Durability (8 Quality Dimensions of Products): Ho long will the product perform or last, and
under what conditions?
7. Serviceability (8 Quality Dimensions of Products): Is the product relatively easy to maintain
and repair?
8. Aesthetics (8 Quality Dimensions of Products): Does the product look sound, taste, or smell
the way it should?
9. Perceptions (8 Quality Dimensions of Products): For any dimension that cannot be observed
directly, does the product seem like a high-quality product?
10. What are the 5 Quality Dimensions of Service?: Tangibles, Reliability, Responsiveness,
Assurance, and Empathy.
11. Tangibles (5 Quality Dimensions of Services): How pleasing is the appearance of the physica
facilities, equipment, personnel, and communication materials?
12. Reliability (5 Quality Dimensions of Services): How dependably can the service provider
provide promised service?
13. Responsiveness (5 Quality Dimensions of Services): How willing, able, and promptly is the
service provider to help you?
14. Assurance (5 Quality Dimensions of Services): How knowledgeable and courteous are the
service employees and how well do they convey trust and confidence?
15. Empathy (5 Quality Dimensions of Services): Ho well does the service provide caring,
individualized attention to its customers?
1/3
