Service quality Aspects in Information Science

Service quality is a critical element of customer perceptions and customer satisfaction. In the case of pure services, like health care, financial services, education, etc, service quality will be the dominant element in customers evaluations. In cases in which customer services are offered in combination with a physical product like, IT services, auto services service quality may also be very critical in determining customer satisfaction. The measurement of subjective aspects of customer services depends on the conformity of the expected benefit with the perceived result. This depends upon the customer expectation in terms of service, they might receive the service providers ability and talent to present this expected service. Successful service providers add benefits to their offering that not only satisfy the customers but also surprise and delight them. Service quality can be related to service potential (e.g. the quickness of service) and service result (customer satisfaction). Individual service quality states the service quality of employees and distinct from the quality that the customers perceived. From the point of business administration, service quality is an achievement in customer service, it reflects at each service encounter. Customers from service expectations from past experiences and marketers, customers compare perceived service with expected service