Page 24 - E-Magazine

Photo credited to Canva.com

S E R V I C E Q U A L I T Y

D I M E N S I O N

The final part is a single question to assess overall service quality
is the five dimensions that are used by customers when evaluating

service quality, regardless of the type of service. These dimensions
are :
01 Tangibles 02 Reliability

Physical facilities,
promised service dependably
equipment, and appearance Ability to perform the
of personnel. and accurately.
03 Willingness to help customers 04 Assurance

Responsiveness

employees and their ability
and provide prompt service. Knowledge and courtesy of
to inspire trust and
confidence
05 Empathy

Caring, individualised
attention the service
provider gives its customers.

BY ALDONE BRUNDANG

"Records management is

knowing what you have,

where you have it and how

long you have to keep it"

Photo credited to Canva.com
23