Design of a service quality model

Quality occurs during service delivery, usually in an interaction between the customer and the organization’s contact personnel, so service quality depends to a large extent on employee performance. When measuring service quality we must focus on the customer, that is, we must begin by clearly understanding our customers and their needs in order to know what kind of services to provide them. To evaluate the quality of service we must compare the expectations of our customers with their perceptions after having obtained the service. Knowing what the customer expects is the first step in the delivery of a quality service, making a mistake in the definition of the customer’s wishes can be the reason why the customer does not consume our services; for this it is important to know our customers, since each one is different and has expectations at different levels.