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DIMENSIONS OF VALUE

Product Quality Relative Product Quality Performance Durability Conformance to specifications Features Perceived quality: brand, firm Reliability. Aesthetics: fit and finish Humanity Price Value Relative to the Competition

Service Quality

Relative Service Quality

  • Reliability

  • Responsiveness

  • Competence

  • Credibility/Trustworthiness

  • Customer needs/wants

  • Courtesy

  • Customer Communication:

Tangibles: facilities, equip., staff

Relative Price to Customer

  • Price paid for product/service

  • Cost of disposal of product

  • Cost of maintenance

  • Cost of use of product

  • Cost of acquisition & inventory

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