Tag Archives: Service Quality

 What is service quality? How can it be improved? (150 words – 10 marks)

Service quality can be defined as the difference between customer expectations and customer perceptions. If expectations are greater than the customer’s perceptions about service experience and outcome, the perceived quality is not satisfactory. This emphasizes the fact that in assessing service quality, it is the perspective of the customer that should be given precedence. Improving the quality of public services

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