QUALITY

To determine the “highest quality,” one must first understand the concept of

one of the pioneers in “quality” research, defined quality as “fitness for use.”

• Walter Shewhart

• Garvin

• Dr. Joseph Juran

can be defined as anything that we can offer to a market for attention, acquisition, use, or consumption that could satisfy a need or want.

according to Hill (1999), refer to physical objects for which a demand exists; their physical attributes are preserved over time; and their ownership can be established, can exist independently of the owner, and can be traded on markets.

has a number of factors which make services different from physical goods.

the event is being delivered (produced) at the same time as you are listening to it (consuming).

• Intangibility

• Inseperability

• Heterogeneity

• Perishability

Production and consumption are simultaneous. Services cannot normally be seen, touched, smelt, tasted, tried on for size or stored on a shelf prior to purchase.

• Intangibility

• Perishability

• Ownership

• Inseperability

Services cannot normally be seen, touched, smelt, tasted, tried on for size or stored on a shelf prior to purchase.

• Intangibility

• Ownership

• Inseperability

• Heterogeneity

Services, unlike mass-produced manufactured goods, are never identical.

• Inseperability

• Intangibility

• Heterogeneity

• Ownership

When a customer buys a manufactured product there will usually be a document, such as a receipt, which transfers ownership from seller to buyer. When a consumer buys a service he or she does not usually receive ownership of anything tangible.

• Inseperability

• Perishability

• Heterogeneity

• Ownership