Service Quality

A Service Quality is a Service (Business) that ...

• See: Competitivity, Customer Satisfaction, Service (Business), Customer, Performance Measure.

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References

2017

• (Wikipedia, 2017) ⇒ https://en.wikipedia.org/wiki/service_quality Retrieved:2017-11-20.
  • Service quality (SQ), in its contemporary conceptualisation, is a comparison of perceived expectations (E) of a service with perceived performance (P), giving rise to the equation SQ=P-E. This conceptualistion of service quality has its origins in the expectancy-disconfirmation paradigm. A business with high service quality will meet or exceed customer expectations whilst remaining economically competitive. Evidence from empirical studies suggests that improved service quality increases profitability and long term economic competitiveness. Improvements to service quality may achieved by improving operational processes; identifying problems quickly and systematically; establishing valid and reliable service performance measures and measuring customer satisfaction and other performance outcomes.

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