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This article explores the critical role of service quality in customer satisfaction and loyalty across industries. It provides an overview of key dimensions like reliability, assurance, tangibles, empathy, and responsiveness. Understanding these dimensions is essential for meeting customer expectations. Factors influencing service quality perception, evaluation methods, and tools are discussed. Strategies for enhancing service quality include employee training, technology utilization, personalization, fostering a customer-centric culture, facility investment, and establishing clear service guarantees. Implementing these strategies improves service quality, leading to enhanced customer satisfaction and loyalty. Keywords: Service quality, Key factors, Reliability, Assurance, Tangibles, Empathy, Responsiveness, Customer satisfaction, Loyalty, Improving services.
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