Notes

Garvin's 8 dimensions of the quality product are:
1) Performance refers to a product’s primary operating characteristics, for an automobile: comfort, speed, and safety. As for services such as airplane/food industries, performance means prompt service. Brands can usually be ranked objectively on individual aspects of performance. cosmetics wearers judge quality by a product’s resistance to smudging, others, with more sensitive skin, assess it by how well it leaves skin irritation-free.
2) Features are secondary to performance and include points that supplement their basic functioning. The avilability of customization should be there as well to ensure cxm satisfaction.
3) Reliability reflects the probability of a product malfunctioning or failing within a specified time period.
4) Conformance is the degree to which a product’s design and operating characteristics meet established standards.
5) Durability can be defined as the amount of use one gets from a product before it stops working.
6) Serviceability the speed, courtesy, competence, and ease of repair. how long until service is restored, it also includes the frequency which service calls or repairs fail to correct outstanding problems
7) Aesthetics is how a product looks, feels, sounds, tastes, or smells—is clearly a matter of personal judgment and a reflection of individual preference.
8) Perceived Quality, indirect measures may be their only basis for comparing brands. For example: images, advertising, and brand names.