Industrial Forest Product Quality: An Empirical Test of Garvin's Eight Quality Dimensions

Authors

  • Steven A. Sinclair
  • Bruce G. Hansen
  • Edward F. Fern

Keywords:

Office furniture, quality, service, price

Abstract

A national sample of purchasing executives was asked to rate 26 product and dealer/manufacturer attributes on the basis of their importance in assessing office furniture quality. Attributes were selected a priori to represent eight quality dimensions—performance, features, reliability, conformance, durability, serviceability, aesthetics and perceived quality. Results of confirmatory factor analysis failed to support the eight dimensional structure. However, subsequent exploratory factor analysis utilizing raw and transformed rating scores supported the existence of most dimensions. Results also suggest the combining of performance and feature dimensions, adding an economic (price/value) dimension, and the existence of a strong association between service and perception of overall quality.

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Published

2007-06-28

Issue

Number 1 / January 1993

Section

Research Contributions

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