How is service quality defined?

Service quality is defined as the assessment of service against customer expectations because it emphasizes the importance of meeting or exceeding what customers anticipate from a service experience. This concept considers both the tangible aspects of service, such as how quickly a service is delivered and its cost, as well as the intangible aspects, such as customer perception and satisfaction. Essentially, it focuses on the gap between what customers expect and what they perceive they receive, which is crucial for evaluating a service's effectiveness and identifying areas for improvement. By measuring service quality in this manner, organizations can better understand customer needs and dynamically adjust their services to enhance overall satisfaction.