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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.
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]
Perceived Quality: the quality attributed to a good or service based on indirect measures. Some of the dimensions are mutually reinforcing, although others are not: improvement in one may be secured at the expense of others. Understanding the trade-offs desired by customers among these dimensions can help build a competitive advantage.
SERVQUAL is a multidimensional research instrument designed to measure service quality by capturing respondents' expectations and perceptions along five dimensions of service quality. [2] The questionnaire consists of matched pairs of items - 22 expectation items and 22 perceptions items - organised into five dimensions which are believed to ...
Best practices can be based on self-assessment or benchmarking. [1] Best practice is a feature of accredited management standards such as ISO 9000 and ISO 14001. [2] Some consulting firms specialize in the area of best practice and offer ready-made templates to standardize business process documentation.
Business and management research is a systematic inquiry that helps to solve business problems and contributes to management knowledge. It Is an applied research. Four factors (Easterby-Smith, 2008) combine to make business and management a distinctive focus for research : Transdiscipline approach
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Quality Control is the ongoing effort to maintain the integrity of a process to maintain the reliability of achieving an outcome. Quality Assurance is the planned or systematic actions necessary to provide enough confidence that a product or service will satisfy the given requirements.