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.^[4]

^ Lewis, R.C. and Booms, B.H., 1983. The marketing aspects of service quality. Emerging perspectives on services marketing, 65(4), pp.99-107.
^ 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
^ ASQ The Global voice of Quality
^ ASQ The Global voice of Quality

[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] ASQ The Global voice of Quality

[4] ASQ The Global voice of Quality

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