Theory of service quality

The Theory of Service Quality explains how businesses can meet or exceed customer expectations by consistently delivering reliable, responsive, and respectful service. It suggests that the perceived quality depends on the gap between what customers expect and what they actually experience. Factors like understanding customer needs, staff competence, communication, and timely responses are crucial. Essentially, good service quality results from aligning service delivery with customer expectations, leading to satisfaction and loyalty. Businesses that manage these elements well can create positive reputations and stand out in competitive markets.