There are a number of different “definitions” as to what is meant by services quality. In its simplest form service quality is a product of the effort that every member of the organization invests in satisfying customers. In its broadest sense service quality is defined as superiority or excellence as perceived by the customer.
More especially service quality has been defined as:
- The delivery of excellent or superior service relative to customer expectations.
- Quality is behavior – an attitude – that says you will never settle for anything less community, your stockholders or colleagues with whom you work every day.