A model for assessing consumer perceptions of quality

Abstract

Purpose

The purpose of this paper is to propose a model for linking the dimensions of quality and how customers create their perceptions of quality in the products and services that they purchase. This provides a holistic framework for a better understanding of the various dimensions of product and service quality and their impact on consumer perceptions.

Design/methodology/approach

A holistic framework for the understanding of the various dimensions of product and service quality and their impact on the creation of consumer perceptions is presented. In addition research questions for future investigations are proposed.

Findings

Consumer satisfaction is directly related to how well their expectations for a product or service are met. These expectations are developed from the customers perceptions about the product or service. If the firm wishes to develop new products and services that can create competitive advantage, they must understand how the various product characteristics, or service attributes, effect the creation of consumer perceptions.

Originality/value

This research contributes to the understanding of how consumers create their perceptions and how the various dimensions of product and service quality relate to these properties of perception.

Citation

Kenyon, G. and Sen, K. (2012), "A model for assessing consumer perceptions of quality", International Journal of Quality and Service Sciences, Vol. 4 No. 2, pp. 175-188. https://doi.org/10.1108/17566691211232909