How is service quality primarily defined?

Service quality is primarily defined as customer perceptions of service over time. This emphasis on customer perceptions acknowledges that service quality is subjective and varies from person to person based on their individual experiences and expectations. It encompasses not only what the service entails but also how it is delivered, including factors such as responsiveness, reliability, and empathy.

Customer perceptions play a crucial role in assessing service quality because they reflect the overall satisfaction a customer feels about the service received. This perspective encourages businesses to focus on understanding and managing customer expectations to enhance their experiences.

In contrast, pricing, technical performance, and the quantity of services delivered are important aspects of a service offering but do not fully capture the essence of service quality as seen through the eyes of the customer. While these factors can influence perceptions, they are not definitive measures of the quality experienced by the customer. Thus, the understanding that service quality is rooted in customer perception is vital for effective community pharmacy management, as it informs how pharmacies can improve their service delivery to meet or exceed customer expectations.