A model for assessing consumer perceptions of quality
International Journal of Quality and Service Sciences
ISSN: 1756-669X
Article publication date: 15 June 2012
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.
Keywords
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
Publisher
:Emerald Group Publishing Limited
Copyright © 2012, Emerald Group Publishing Limited