chapter  5
26 Pages

Service quality

Quality is a word that enjoys widespread usage whilst failing to capture an agreed definition. From established dictionaries quality is defined as:

● Property, attribute, characteristic, mark, distinction ● Grade, calibre, rank, status, importance, value, worth ● Old fashioned eminence, prominence, excellence, superiority, distinction, supremacy ● General excellence of standard or level ● A distinctive attribute or characteristic possessed by someone or something ● A level of superiority that is usually high ● Of superior grade.