Quality and value are primarily defined by the customers or end users, as they determine whether a product or service meets their expectations and needs. Quality is often described as the degree to which something is fit for its intended purpose or meets customer requirements, while value is the perceived worth or benefits of a product or service relative to its cost

. Experts offer various definitions of quality:

• Dr. Joseph Juran defines quality as "fitness for use," meaning a product must satisfy customer expectations such as price, safety, usability, and reliability

• Philip Crosby defines quality as "conformance to requirements," emphasizing that a product meets the specifications based on its intended function

• Dr. W. Edwards Deming describes quality as "a predictable degree of uniformity and dependability at low cost and suited to the market"

Because quality is subjective and varies between individuals and contexts, it can be understood as "value to some person at some time," highlighting that different people perceive quality differently depending on their needs and the timing

. In summary:

• Who defines quality and value? The customers or users, based on their expectations and perceptions

• What is quality? The degree of excellence or fitness for use, meeting or exceeding customer requirements

• What is value? The perceived benefits or worth of a product or service relative to its cost, as judged by the customer

This customer-centric perspective is essential, especially in fields like hospitality or healthcare, where quality and value cannot be objectively measured without considering the recipient's experience and expectations