Information Systems and Service Design (Fall 2011) UC Berkeley, School of Information

The highly subjective nature of most dimensions of service quality means that it is most sensible to use customer-centered measures. Quality is defined as the difference between the level or nature of service that the customer expected and the level or nature that the customer perceives. But since customers have different experiences and goals, they will differ in their expectations, which complicates the task of the service or information system designer.