Service quality refers to the degree to which a service meets or exceeds customer expectations. It is the customer’s perception of the overall excellence, reliability, and effectiveness of a service experience. Unlike physical products, services are intangible, produced and consumed simultaneously, and often involve direct interaction between customers and service providers. Therefore, service quality is mainly judged by customers based on their experiences, satisfaction levels, and the value they receive from the service. In Customer Service Management, service quality plays a vital role in building customer satisfaction, loyalty, and long-term relationships. A customer evaluates service quality by comparing expected service with the actual service received. When the performance of a service matches or exceeds expectations, customers perceive high service quality. If the service fails to meet expectations, customers experience dissatisfaction. Factors such as employee behaviour, responsiveness, communication, reliability, and problem-solving ability strongly influence customer perceptions. One of the major issues to be focused on for delivering superior service quality is understanding customer expectations. Organizations must identify customer needs, preferences, and changing demands through feedback, surveys, and regular interactions. A clear understanding of customer expectations helps businesses design services that provide maximum value and satisfaction. Reliability is another important issue in service quality management. Customers expect