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Service quality(SQ) is a comparison of expectations (E) with performance (P) SQ=P-E.〔Lewis and Booms (1983)〕 A business with high service quality will meet customer needs whilst remaining economically competitive.〔( ASQ The Global voice of Quality )〕 Improved service quality may increase economic competitiveness. This aim may be achieved by understanding and improving operational processes; identifying problems quickly and systematically; establishing valid and reliable service performance measures and measuring customer satisfaction and other performance outcomes.〔( ASQ The Global voice of Quality )〕 ==Definition== From the viewpoint of business administration, service quality is an achievement in customer service.〔Peter Kenzelmann. ''Kundenbindung'' German, 3. Auflage, Berlin: Cornelsen Verlag Skriptor GmbH & Co KG 2008〕 It reflects at each service encounter. Customers form service expectations from past experiences, word of mouth and advertisement. In general, Customers compare perceived service with expected service in which if the former falls short of the latter the customers are disappointed. For example, in the case of TAJ Hotels, Resorts and Palaces, wherein TAJ remaining the old world, luxury brand in the five-star category, the umbrella branding was diluting the image of the TAJ brand because although the different hotels such as ''Vivanta by Taj''- the four star category, ''Gateway'' in the three star category and ''Ginger'' the two star economy brand, were positioned and categorised differently, customers still expected the high quality of Taj from all their properties. The measurement of subjective aspects of customer service depends on the conformity of the expected benefit with the perceived result. This in turns depends upon the customer's expectation in terms of service, they might receive and the service provider's ability and talent to present this expected service. Successful Companies add benefits to their offering that not only satisfy the customers but also surprise and delight them. Delighting customers is a matter of exceeding their expectations. Pre-defined objective criteria may be unattainable in practice, in which case, the best possible achievable result becomes the ideal. The objective ideal may still be poor, in subjective terms. Service quality can be related to service potential (for example, worker's qualifications); service process (for example, the quickness of service) and service result (customer satisfaction). Individual service quality states the service quality of employees as distinct from the quality that the customers perceived〔UYSAL, H.Tezcan & Mehmet Selami YILDIZ (2013), “Effect of Organizational Levels on Individual Service Quality in Health Service: A Research on Doctors”. İktisat İşletme ve Finans Dergisi. 28(329), pp.21-48.〕 抄文引用元・出典: フリー百科事典『 ウィキペディア（Wikipedia）』 ■ウィキペディアで「Service quality」の詳細全文を読む スポンサード リンク
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