Title

Consumer issues in the rating of product and service quality

Abstract

Consumers often show considerable disparity between how they rate the overall quality of a product or a service and how they rate several key dimensions of the quality for that same product or service. While they may provide a relatively high rating for several of the dimensions (or measures) of quality, they still often rate the overall quality considerably lower, or make negative statements regarding future purchases. This paper examines the results of consumer reactions to product and service quality, and suggests that a stronger correlation between overall quality rating and individual dimension rating might be achieved if the various dimensions of quality have an importance level attached to them by the consumer. It further suggests that anyone who delivers a product or provides a service would be well served by assessing the importance of these dimensions to the consumers so as to aid in the design of the product or service delivered.

Publication Date

12-1-1996

Publication Title

Proceedings - Annual Meeting of the Decision Sciences Institute

Volume

3

Number of Pages

1697-1699

Document Type

Article; Proceedings Paper

Personal Identifier

scopus

Socpus ID

0030374504 (Scopus)

Source API URL

https://api.elsevier.com/content/abstract/scopus_id/0030374504

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