From the viewpoint of business administration, service quality is an achievement in customer service. It reflects at each service encounter. Customers form service expectations from past experiences, word of mouth and advertisement.


The Service quality is the time or duration of contract including mobilisation, the timeliness i.e.: completion of the contract, the completeness of the work and defects outstanding, the degree of respect and kindness of site based staff. 

In addition to this, the consistency or the ability to provide same levels of service to all clients, the accessibility and convenience of obtaining the contracted service, the accuracy of the contractor and the ability to get it right the first time and the responsiveness and reactions to unexpected problems.