Functional quality is best described as?

Functional quality refers to the experience and methods surrounding the delivery of services. It encapsulates how services are provided, including the interactions between the service provider and the consumer, and the processes involved in delivering that service. This includes elements such as staff behavior, the ambiance of the service environment, and the procedures followed during service delivery.

By focusing on the methodology, functional quality emphasizes the importance of how tasks are performed and how they influence the customer's perception of the service. This contrasts with other aspects of service quality, such as technical quality, which pertains to the actual outcomes and results of the service itself. Understanding functional quality helps community pharmacies enhance their service delivery processes, ultimately improving customer satisfaction.