Factors of Quality
The implications here are that quality is to be viewed in its totality and not restricted only to the quality of production or products or some aspects of services and such as these which form only a part of the organization activities. However customer satisfaction has several dimensions some of which are:
a. Reliability the life aspect of quality
b. A value for money
c. After sales service and support
d. Packaing
e. Customer information and training
f. Maintainability
g. Variety
h. Speed and timeliness of service
i. Civility of service at all levels
j. Inage of the company and customer confidence
k. All these factors plus such other added together form an image of the organization.
l. Good or bad as a customer would see it. The confidence of customer will be
m. Determined by such an image that will have a major influence on the market
n. Credibility of an organization products or services.