Evaluating the quality of services before making a purchase is harder than evaluating the quality of goods because, compared to goods, services tend to exhibit fewer working qualities.
The contribution focuses on measuring and assessing service quality. It is carried out using the suggested quality standards for the range of educational and informational services that clients of the institution received. Customers rate suggested criteria using questionnaires and a five-grade rating system, which reflects how satisfied or unsatisfied they are with the criterion. The analysis of each quality criterion identifies the areas where the service delivery process needs to be improved. The measurement findings are analyzed statistically, visually, and by correlation analysis, which can be used to establish the relationship between the quality standards.
These data are crucial for assessing the quality management process since they enable assessment of the impact.
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