What is Service Quality?

Before we can answer this question, we need to understand what a service is.  According to BusinessDictionary service is “a valuable action, deed, or effort performed to satisfy a need or to fulfill a demand.”  Services are “intangible products”, and may include accounting, banking, cleaning, consultancy, education, insurance, expertise, medical treatment, or transportation.
Services may be difficult to identify because they are so closely associated with a good.  In fact, most products have an element of service in them.  An example of this is when you go to a restaurant.  Your wait staff provides you with both a good and a service; your food, and your experience (e.g., friendliness, attentiveness), respectively.
So how do you know?  When you buy services, no transfer of possession or ownership takes place; services cannot be stored or transported, are instantly perishable, and only come into existence at the time they are bought or consumed.
So, back to the original question, what is Service Quality?  Service Quality is the comparison of a customers’ perceived expectations of a service, with the perceived performance (i.e., SQ=P-E).  Organizations that are successful in consistently providing a high level of service quality have mastered the ability to anticipate and manage customers’ expectations, ensuring their staff are aware and aligned with how these expectations are to be managed, thereby ensuring the experiences they create through the delivery of services will meet or exceed the customers’ expectations.
Ultimately, enabling individuals and organizations with the skills and knowledge to proactively address customers’ expectations is what ASQ Service Quality Division is focused on.  Through our 2020 offerings, we are focused on developing and/or providing content that aligns with our Service Quality Body of Knowledge and the needs of our members. 
If you have any specific questions or content areas you’d like to see addressed, please contact our Content Strategist (Leia Patzernuk), who will work to incorporate your asks into our 2020 Content Calendar.
News Service Quality Division 09/20/2019 2:23pm CDT


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