Customer expectations, perceptions and satisfaction on service quality by instep training service provider / Jackline Peter

Service quality is needed for creating customer satisfaction and service quality is connected to customer perceptions and customer expectations. Oliver (1997) argues that service quality can be described as the result from customer comparisons between their expectations about the service they will use and their perceptions about the service company. That means that if the perceptions would be higher than the expectations the service will considered excellent, if the expectations equal the perceptions the service is considered good and if the expectations are not met the service will be considered bad.