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Total Quality Management - TQM

Standards in Action

www.bsieducation.org/standardsinaction

Additional views of Quality in Services

Technical Quality versus Functional Quality

Technical quality — the core element of the good or service.

Functional quality — customer perception of how the good functions or the service is delivered.

Expectations and Perceptions

Customers’ prior expectations (generalized and specific service experiences) and their perception of service performance affect their satisfaction with a service.

Satisfaction = (Perception of Performance) – (Expectation)

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