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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.
This approach conceptualizes service quality as a gap between consumer's expectations of a forthcoming service encounter and their actual perceptions of that encounter. [102] Accordingly, service quality can be represented by the equation: [103] SQ = P − E. where SQ is service quality P is the individual's perceptions of given service delivery
When perceptions exceed expectations then service quality is high. The model of service quality identifies five gaps that may cause customers to experience poor service quality. In this model, gap 5 is the service quality gap and is the only gap that can be directly measured. In other words, the SERVQUAL instrument was specifically designed to ...
A third definition of service concerns the perceived service as consisting of physical facilitating goods, explicit service and implicit service. [6] In this case the facilitating goods are the buildings and inventory used to provide the service. For example, in a restaurant the facilitating goods are the building and the food.
Perceived Quality: the quality attributed to a good or service based on indirect measures. Some of the dimensions are mutually reinforcing, although others are not: improvement in one may be secured at the expense of others. Understanding the trade-offs desired by customers among these dimensions can help build a competitive advantage.
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Levels of service (LOS) is a term in asset management referring to the quality of a given service. Defining and measuring levels of service is a key activity in developing infrastructure asset management plans. [2] [3] [4] Levels of service may be tied to physical performance of assets or be defined via customer expectation and satisfaction.
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