olemus
ISO/IEC 2382-36:
(kvalteedihaldus) kliendi rahuldamist võimaldav teenuse kõigi otseste ja kaudsete omaduste kogum
= (quality management) overall collection of implicit and explicit characteristics that the service can satisfy the customer

näiteid
ISO/IEC TS 25025:
määr, mile ulatuses mingi IT-teenus spetsifitseeritud tingimustes kasutamisel rahuldab teatatud ja eeldatavaid vajadusi
= degree to which an IT service satisfies stated and implied needs when used under specified conditions

ülevaateid
https://en.wikipedia.org/wiki/Service_quality

https://www.indeed.com/career-advice/career-development/service-quality

https://www.surveymonkey.com/mp/how-to-measure-the-dimensions-of-service-quality/

https://www.userlike.com/en/blog/measuring-service-quality

https://www.linkedin.com/pulse/measuring-service-quality-best-practices