Definitions for "Service quality"
Enhancing the value of a product through service which meets or exceeds customer expectations.
From the provider's perspective, the degree to which the service's features conform to the organization's specifications and requirements; from the customer's perspective, how well the service meets or exceeds expectations and how much satisfaction it provides.
Managed Care Organization's success in meeting the nonclinical customer service needs and expectations of plan members.
A measure of how well a call is handled, including such measures as consistency and friendliness of greeting, and ability to handle call to completion.