SERVICE QUALITY

Service Quality is services that is consistent with customer expectations and stated obligation i.e.

*Customer Care or Customer expectation
*Performance
*Value

CUSTOMER EXPECTATION

The needs, wants, and preconceived ideas of a customer about a product or service. Customer expectation will be influenced by a customer's perception of the product or service and can be created by previous experience, advertising, hearsay, awareness of competitors, and brand image. The level of customer service is also a factor, and a customer might expect to encounter efficiency, helpfulness, reliability, confidence in the staff, and a personal interest in his or her patronage. If customer expectations are met, then customer satisfaction results.

PERFORMANCE

* Accomplishment of a given task measured against preset standards of accuracy, completeness, cost, and speed.

* For a Contract:
Successful execution of a contract, or fulfillment of an obligation, in a manner that releases the performer from all liabilities under the contract.



VALUE

customer perception of service delivered,
cost to customer to overcome non conformance to service obligation,
willingness/ability to pay