Service Quality


Definition: Service Quality is a comparison of expectations with performance.
A firm with high SQ will meet customer needs whilst remaining economically competitive. A very high level of SQ may increase economic competitiveness and make up a competitive advantage.
Excellent operational processes and identifying and solving issues quickly are crucial (performance) as is also to measure the customer expectations, for example using the SERVQUAL Model or Kano's Customer Satisfaction Model.


More on quality control and management: 14 Points of Management, Configuration Management, Failure Mode and Effects Analysis, Quality Assurance, Quality by Design, more...


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