What Is Service Quality?
Understanding the Heart of Exceptional Service
When you think of “service quality,” what comes to mind? For some, it’s a friendly voice on the other end of the line. For others, it’s a seamless online experience, or a business that always seems to know exactly what you need. But what truly defines service quality—and why does it matter so much?
Defining Service Quality
At its core, service quality is the customer’s perceived difference between the benefits they expect and the benefits they actually receive. Unlike products, services are intangible: you can’t touch them, store them, or own them. Instead, you experience them, ...