What is ‘quality’ in services?

Quality is a subjective term for which each person has his or her own definition. The International Organization for Standardization (ISO) defines quality as the ‘degree to which a set of inherent characteristics fulfils requirements’. A note on the definition states that the term ‘quality’ can be used with adjectives such as ‘poor’, ‘good’ or ‘excellent’. Another note explains that ‘inherent’, as opposed to ‘assigned’, means existing in something, especially as a permanent characteristic. Many experts in this field believe that the only acceptable level of quality for any product or service is 100%.

Sustainable Development Goals:

Industry, Innovation and Infrastructure

Peace, Justice and Strong Institutions