What does a service quality model aim to evaluate?

A service quality model primarily aims to evaluate service delivery and customer satisfaction. This focus aligns well with the fundamental principles of Total Quality Management (TQM), which prioritize meeting customer needs and expectations to enhance overall quality.

Service quality models, such as the SERVQUAL model, assess the gap between customer expectations and their perceptions of the actual service received. This evaluation involves various dimensions of service, including reliability, responsiveness, assurance, empathy, and tangibles. By measuring these aspects, organizations can identify areas for improvement, implement changes, and ultimately enhance customer satisfaction, which is critical for long-term success in a service-oriented environment.

While other options may be relevant in certain contexts, they do not address the core purpose of service quality models, which centers on the customer experience and the effectiveness of service delivery.