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CMA Intermediate · Operations Management and Strategic Management · Productivity Management and Quality Management

In Garvin's dimensions of quality, the 'perceived quality' dimension of a product is mainly influenced by which of the following?

Perceived quality is mainly shaped by brand reputation and other indirect evidence, because customers often cannot assess a product directly. Extra features, tolerance limits and repair service belong to the features, conformance and serviceability dimensions respectively.

  1. ABrand reputation and indirect evidence of qualityCorrect
  2. BNumber of secondary features offered
  3. CMeasured tolerance limits in the specification
  4. DSpeed and courtesy of repair service

Explanation

Perceived quality rests on indirect measures such as brand name, reputation and advertising, when customers cannot judge the product directly. Secondary features are 'features', tolerance limits relate to conformance, and repair service relates to serviceability.

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