All of these things combined develop a distinguished form of service in quality. Ensuring customers they will receive what they desire, is quality. Meeting the expectations of the customer is essential process of quality. The purpose of quality is to gain a competitive advantage by serving the customer better than their competitors. Keeping the customers from venturing back to your competition is a key concern of the management.
Quality of service is one of the most effective forms of differentiation between competitors.
Who has what it takes to be the best in their field is determined by the quality with which it provides to its customers. Requirements and expectations of customers are continually changing. Service quality can be accomplished by measuring customer satisfaction, handling customer complaints, creating a consumer loyalty program, and retaining the customers already dedicated to the company. Quality Control Quality control is an aggregate of activities designed to ensure adequate quality especially in manufactured products. As one can see the definition as pertaining to physical products, where as service is an intangible product.