Perceived quality refers to a customer's perception of how well a product or service meets its intended purpose compared to alternatives. It differs from actual quality which is how well the product delivers and manufacturing quality which is conforming to specifications. Perceived quality is influenced by word of mouth, personal needs, and past experience. It is assessed using service quality dimensions like reliability, responsiveness, assurance, empathy, and tangibles. Customers judge perceived quality as expectations exceeded, met, or not met based on a comparison of expected service and perceived service.

1. Presented by ;
Deepak Kumar
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2. What is Perceived Quality
Perceived quality can be defined as the customer's
perception of the overall quality or superiority of a
product or service with respect to its intended purpose,
relative to alternatives. Perceived quality is, first, a
perception by customers. It thus differs from several
related concepts, such as:
a) Actual or objective quality: the extent to which the
product or service delivers superior service
b) Product-based quality: the nature and quantity of
ingredients, features, or services included
c) Manufacturing quality: conformance to specification,
the "zero defect" goal
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3. Perceived Service Quality
Word of Personal Past
mouth needs experience
Service Quality Expected Service Quality Assessment
Dimensions service 1. Expectations exceeded
Reliability PS>ES (Quality surprise)
Responsiveness 2. Expectations met
Assurance Perceived ES~PS (Satisfactory quality)
Empathy service 3. Expectations not met
Tangibles PS<ES (Unacceptable quality)
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4. Dimensions of service quality
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