dimensions of quality - 大董知识库-物流导师

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dimensions of quality

An aspect of quality that is specified to enhance the ability to define quality. The most commonly used list for products was created by David Garvin. His dimensions are aesthetics, conformance, durability, features, perceived quality, performance, reliability, and serviceability. The most commonly used list for service quality was created by Parasuraman, Zeithamel, and Berry. This list is assurance, availability, completeness, empathy, pleasantness, professionalism, responsiveness, service reliability, tangibles, and timeliness.

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发布时间: 2016-08-11 00:00

更新时间: 2016-08-11 00:00

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