Glossary

Service quality

Service quality stands for the characteristics of a service that influence its ability to meet fixed or pre-determined customer needs and requirements. It can be assessed by its correspondence to specifications, expediency, lack of faults and generation of customer satisfaction. Service quality can be ensured by Total Quality Management, quality standards or performance indications.

A number of criteria are included in the determination of service quality: e.g. employees (professional appearance, friendliness, competence, service orientation), delivery times, keeping of delivery times, accessibility, reaction time, processing time, handling of complaints, quality of advice, customer orientation, problem understanding, quality and speed of problem solutions.