definition of service quality

“Many of the definitions of service quality revolve around the identification and satisfaction of customer needs and requirements”

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(Cronin & Taylor 1992; Parasuraman et al., 1988, 1991)

“Service quality as a form of attitude representing a long – run overall evaluation”

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(Cronin and Taylor (1994)

“Service quality as a relativistic and cognitive discrepancy between experience-based norms and performances concerning service benefits”

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 (Roest and Pieters (1997)

“Service quality as the consumer’s overall impression of the relative inferiority/superiority of the organization and its services”

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Bitner, Booms and Mohr (1994)

“Service quality as a comparison between consumers' expectations and their perceptions of the service they actually receive”

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Chia et al. (2000)

“Service quality as the difference between consumer expectations of service performance and their perceptions of the service actually received”

“Quality = customer’s perception - customer’s expectations”

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Asuboteng et al., (1996)

“Service quality as a function of the differences between expectation and performance along the quality dimensions (tangibles, reliability, responsiveness, assurance and empathy) with 22 service quality items”

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Parasuraman, Zeithaml and Berry (1985)