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Copani Advisory Group

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News/Press

News/Press

CAG Explains - How do customers define product quality?

Posted by ACopani on January 4, 2017 at 9:20 AM


Dr. David A Garvin (1984) defines eight dimensions of quality or quality characteristics which the customer looks for in a product:

  • Performance
  • Features Reliability
  • Conformance
  • Durability
  • Serviceability
  • Aesthetics
  • Other perceptions

The customers use these dimensions to form their judgement of quality. The customer will trade-off these quality characteristics against the cost of the product in order to get a value for money product.


Arlinda Copani


Categories: CAG Explains