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Service Quality
Service quality

Quality is not easily defined and what it means to one person may be completely different to another, due to a person's gender, religious belief, education, ethnicity, and cultural, spiritual, economic and social experiences that assist all of us in defining the world around us. However, quality essentially involves a degree of excellence. In terms of services provided to people, quality is what is expected and required when in receipt of a service. How can quality be measured? When do we know if quality exists and how can quality be maintained? These core questions are going to be considered in this chapter in relation to the key points set out below.

Key Points
  • Quality of life is closely related to service delivery.
  • Quality of care ...

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