What does service quality refer to?

Service quality refers to the totality of service characteristics that are relevant to satisfaction. This concept encompasses various dimensions that contribute to how a service is perceived by stakeholders, including reliability, responsiveness, assurance, empathy, and tangibles. By focusing on the service characteristics that influence customer satisfaction, organizations can better understand and enhance the experience they provide to their clients and users.

This holistic view of service quality allows for a comprehensive evaluation of how the services meet or exceed customer expectations. Recognizing that it is the overall perception of these characteristics that shapes satisfaction is crucial in service management and delivery. Therefore, an organization that aims to improve its service quality must consider all aspects of the service experience, including how well it meets customer needs and the overall satisfaction derived from it.