What is the definition of 'service quality'?

Service quality refers to the overall assessment of the service received by a customer and the perceived value of that service compared to their expectations. It encompasses various dimensions, such as reliability, responsiveness, assurance, empathy, and tangibles, which contribute to the attractiveness of service delivery.

The correct choice highlights that service quality goes beyond just one aspect of the service experience; it emphasizes the importance of how services are delivered and the satisfaction derived from that delivery. A focus solely on price, employee performance, or product quality would provide a limited view and neglect critical factors that influence customer perceptions and experiences in service contexts. Thus, evaluating the entire service delivery process is essential for understanding service quality effectively.