• work done by one person or group that a company or

benefits another; "budget separately for goods agency that

and services" performs a public
• an act of help or assistance; "he did them a service; subject to
service" government
• the act of public worship following prescribed regulation
rules; "the Sunday service"
• 1. General: Measure of excellence or state of being free
from defects, deficiencies, and significant variations. ISO8402-
1986 standard defines quality as "the totality of
features and characteristics of a product or service that
bears its ability to satisfy stated or implied needs."
• 2. Manufacturing: Strict and consistent adherence to measurable
and verifiable standards to achieve uniformity of output that
satisfies specific customer or user requirements.
• 3. Objective: Measurable and verifiable aspect of a thing or
phenomenon, expressed in numbers or quantities, such as
lightness or heaviness, thickness or thinness, softness or
hardness.
What Is Service
Quality
Quality services come in identifying and understanding
what dimensions of quality are important for our
customers. High quality does not have to carry a high
price. Even low cost services can be viewed as high quality
when they meet the needs and expectations of the
customer and the customer values the services.
“The degree and direction of discrepancy between
consumer’s perceptions and expectations in terms of
different but relatively important dimensions of the service
quality which can affect their future purchesing
behaviour.”
HOW SERVICE QUALITY
IS PERCEIVED
 Total Perceived Experienced
Expected Quality
Quality Quality

Image

•Market Communication
•Image
Functional
•Word-Of-Mouth Technical Quality
Quality
•Customer Needs
What
How
 Word-Of-Mouth
Personal Needs Past Experience
Communication

Customer
Expected Service

Gap 5

Perceived Service

External
Provider Gap 4 Communication to
Service Delivery Customer

Gap 3
Gap 1 Service Quality
Specifications
Gap 2
Management and
Perception Of Customer
Expectations

Service Quality Model