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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.
In addition, service guarantees are not necessary for companies whose quality is beyond control in the presence of external factors. When realizing that there was a lack of control over its railroad infrastructure , Amtrak decided to drop a service guarantee that included the reimbursement of train fares in the event of unpunctual service.
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.
Quality engineering is the discipline of engineering concerned with the principles and practice of product and service quality assurance and control. [1] In software development, it is the management, development, operation and maintenance of IT systems and enterprise architectures with high quality standard.
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.
Within systems engineering, quality attributes are realized non-functional requirements used to evaluate the performance of a system. These are sometimes named architecture characteristics, or "ilities" after the suffix many of the words share.
Quality of service (QoS) is the description or measurement of the overall performance of a service, such as a telephony or computer network, ...
Service design is the activity of planning and arranging people, infrastructure, communication and material components of a service in order to improve its quality, and the interaction between the service provider and its users. Service design may function as a way to inform changes to an existing service or create a new service entirely. [1]