Diagnostic tool to measure service quality, defined as the difference between customer perceptions and expectations of service. (Nitecki, Danuta A. "Changing the concept of measure of service quality in academic libraries", p.181.)

A scale designed to measure customer perceptions of service quality along five key dimensions: reliability, assurance, tangibles, empathy, and responsiveness of the service provider.

Lets retailers assess the quality of their service offerings by asking customers to react to a series of statements in five areas of performance: reliability, responsiveness, assurance, empathy, and tangibles.