þjónustugæði
þjónustugæði refers to the perceived quality of a service as experienced by a customer. It is a multidimensional concept that encompasses various aspects of the service delivery process and its outcome. Key dimensions often include reliability, the ability to perform the promised service dependably and accurately; responsiveness, the willingness to help customers and provide prompt service; assurance, the knowledge and courtesy of employees and their ability to inspire trust and confidence; empathy, the caring, individualized attention provided to customers; and tangibles, the appearance of physical facilities, equipment, personnel, and communication materials.
Customers form perceptions of service quality by comparing their expectations of the service with their actual