Service Quality Theory

Service Quality Theory explains how businesses can meet or exceed customer expectations through the delivery of high-quality service. It emphasizes that service quality depends on the gap between what customers expect and what they actually experience. Factors such as reliability, responsiveness, assurance, empathy, and tangibility influence how customers perceive service quality. By understanding and managing these aspects, organizations can improve customer satisfaction, foster loyalty, and gain a competitive advantage. Essentially, it’s about consistently providing a service that aligns with or surpasses customer expectations to ensure positive experiences and long-term success.