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Dimension of
service quality
RELIABILITY COMPETENCY
Dependable Quaification
Accuracy Professional Training
Performance Skills of providing customer service
are essential in providing quality
customer service
RESPONSIVENESS
Helpfullness COURTESY
Promptness Politeness
Respect
Consideration
TANGIBLE Kindliness
Physical facilities
Equipment
Personnel COMMUNICATION
Communication material
Keeping customer informed and
listening to customers
EMPATHY
Ability to undeerstand other people's feeling & experiences
ASSURANCE
Guarantee and promise to the customers that the service
provider is committed to giving them relevant and reliable
services on time
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