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service quality dimensions

 

 

 

 service quality dimensions



1. reliability: reliability means that the company delivers on its promises - promises about delivery, service provision, problem resolutions and pricing.



2. tangibility: since services are intangible, customers derive their perception of service quality by comparing the tangible associated with these services provided . it is the appearance of the physical facilities , equipment , personnel and communication material.



3  responsiveness: it is willingness to help customers and provide prompt service. this dimension emphasize attentiveness and promptness in dealing with customers requests questions , complaint  and problems.


 

4. assurance: it means to inspire trust and confidence . assurance is defined as employees knowledge of courtesy and ability of the firm and its employees to inspire trust and confidence.



5. empathy: it means to provide caring individualized attention the firm provides its customers. in some countries, it is essential to provide individual attention to show to the customers that the company does

best to satisfy his needs.empathy is an additional plus that the trust and confidence of the customers and at the same time increase the loyalty.

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