The Dimensions of Quality Meaning and Example Primary product characteristics, such as the brightness of the picture Secondary characteristics, added features, such as remote control Meeting specifications or industry standards, workmanship Consistency of performance over time, average time for the unit to fail Useful life, includes repair Dimension Performance Features Conformance Reliability Durability Service Response Aesthetics Reputation Past performance and other intangibles, such as being ranked first Resolution of problems and complaints, ease of repair Human-to-human interface, such as the courtesy of the dealer Sensory characteristics, such as exterior finish