Service quality

Service quality

Quality is a relative (subjective) concept, because people’s/companies’ estimations of consumption value vary for everything and the value can be measured and tackled in various ways.

The concept of the quality of social services

Quality has been defined in various ways. The definition of quality, where the quality is related to the service provider’s pursuit of consistently improving service in order to meet customer needs and to achieve customer satisfaction, seems most appealing. In this definition it is important that quality improvement is a constant process, not an achieved state. On the basis of modern approaches the quality of social services should not be based on unchangeable minimum standards. The quality assurance model should enable organisations to define the activities that should be improved and to constantly strive towards quality improvement.