What are the new dimensions of quality in the 4th Industrial Revolution Era?

초록

The coming of the 4th Industrial Revolution era along with introduction of fusion technology that blurs the boundaries between people, objects, and digital devices creates new business environments with a tendency for current products and services to converge and develop into a new form. Although product quality has been defined on various aspects, measured, and managed, experts indicate that there will be changes in the dimensions of quality with the coming of the 4th Industrial Revolution era. The most compelling theory proposed by Professor Garvin (Garvin, 1987) is that a product’s dimensions of quality consist of eight components. Additionally, most experts have agreed that the dimensions of service quality consist of five dimensions of SERVQUAL measurement model, suggested by PZB (Parasuraman, Berry & Zeithaml, 1990). However, as the boundary between product and service is blurred and direct conversation between provider and consumer becomes possible, there is a necessity to discuss and manage the dimensions of quality of offering package including product and service as it becomes the object of consumer experience. The main objective of this research is to identify dimensions of quality appropriate for the 4th Industrial Revolution era, by studying potential responses to such realistic industrial changes and interpreting some new dimensions of quality previously suggested.