Service quality

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.[2]

A business with high service quality will meet or exceed customer expectations whilst remaining economically competitive.[3] Evidence from empirical studies suggests that improved service quality increases profitability and long term economic competitiveness. Improvements to service quality may be achieved by improving operational processes; identifying problems quickly and systematically; establishing valid and reliable service performance measures and measuring customer satisfaction and other performance outcomes.[3]

  1. ^ Lewis, R.C. and Booms, B.H., 1983. The marketing aspects of service quality. Emerging perspectives on services marketing, 65(4), pp.99-107.
  2. ^ Oliver, R.L., Balakrishnan, P.V. S. and Barry, B., "Outcome Satisfaction in Negotiation: A Test of Expectancy Disconfirmation," Organizational Behavior and Human Decision Processes, Vol. 60, no. 2, 1994, Pages 252-275
  3. ^ a b "Service Quality Division - American Society for Quality".