What are Dimensions of Quality?

What are Dimensions of Quality?

1.Performance (Daya Guna):

     Main characteristics of the product/ service

     (Karakteristik utama produk/ pelayanan)

2.Aesthetics (Estetika):

     Appearance, feel, smell, taste (Penampilan, rasa, bau, selera)

3. Special Features (Fitur Khusus):

    Extra characteristics / Karakteristik tambahan

4. Conformance (Kesesuaian):

   How well product/ service conforms to customer’s expectations?

   (Seberapa baikkah produk/ pelayanan dapat memenuhi keinginan

   pelanggan?)

5.Reliability (Tahan Uji (Ketangguhan)):

    Consistency of performance/ Daya guna yang konsisten

6. Durability (Daya Tahan):

    Useful life of the product/ service/ Usia pakai produk/ pelayanan

7. Perceived Quality (Mutu yang terasa/ Persepsi Mutu):

    Indirect evaluation of quality (e.g. reputation)

    (Penilaian mutu secara tidak langsung (misal: Reputasi))

8. Serviceability (Kemampuan pelayanan):

    Service after sale/ Pelayanan Purna Jual