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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. [1] This conceptualistion of service quality has its origins in the expectancy-disconfirmation paradigm.
A service guarantee is a marketing tool service firms have increasingly been using to reduce consumer risk perceptions, signal quality, differentiate a service offering, and to institutionalize and professionalize their internal management of customer complaint and service recovery. [1]
Quality of service is important for real-time streaming multimedia applications such as voice over IP, multiplayer online games and IPTV, since these often require fixed bit rate and are delay sensitive. Quality of service is especially important in networks where the capacity is a limited resource, for example in cellular data communication.
Customer satisfaction is an ambiguous and abstract concept and the actual manifestation of the state of satisfaction will vary from person to person and product/service to product/service. The state of satisfaction depends on a number of both psychological and physical variables which correlate with satisfaction behaviors such as return and ...
A service is intangible making it difficult for a customer to evaluate the service in advance. In the case of a good, customers can see it and evaluate it. Assurance of quality service is often done by licensing, government regulation, and branding to assure customers they will receive a quality service.
Quality management ensures that an organization, product, or service consistently functions as intended. It has four main components: quality planning, quality assurance, quality control, and quality improvement. [1] Customers recognize that quality is an important attribute when choosing and purchasing products and services.
Traditionally, quality acts as one of five operations/project performance objectives dictated by operations management policy. Operations management, by definition, focuses on the most effective and efficient ways for creating and delivering a good or service that satisfies customer needs and expectations. [23]
This feature is very important for products that have expensive maintenance. Serviceability is defined by speed, courtesy, competence and ease of repair." [9] Customers want products that are quickly and easily serviceable. [11] Perceived quality, which may be affected by the high price or the good aesthetics of a product.