HRM 136

can be defined as the extent to which the service fulfills the needs or expectations of the customers.It has the overall impression of customers as regards the weakness or excellence of the service.

• Quality service
• Service Quality Managment

refers to the delivery of excellent and satisfactory service to customers or clients. It involves meeting or exceeding customer expectations by providing a high level of professionalism, competence, and responsiveness.

• Quality Service
• Service Quality Management

It is a measure of how products and services supplied by a company meets and surpasses consumer expectations.

• Service Quality Management
• Quality Service

refers to the systematic and strategic approach used by organizations to ensure the delivery of high-quality services consistently. It involves the implementation of processes, practices, and standards to monitor, evaluate, and improve service quality throughout the organization.

• Quality Service
• Service Quality Management

This dimension refers to the tangible aspects of the service environment, including the structure and interior surfaces.

• Physical Facilities
• Staff

The behavior, competence, and interactions of the service personnel significantly impact the quality of service.

• Service
• Staff

This dimension refers to the physical items and resources used in delivering the service.

• Items
• Materials

refers to how it was delivered

• Functional Quality
• Technical Quality

refers to what is delivered

• Technical Qaality
• Functional Quality

This component focuses on the organization's approach and plans for delivering quality service. It involves setting clear goals, defining service standards, and establishing a roadmap for achieving service excellence.

• Service Performance
• Service Strategy