Service Quality Dimensions

    

• Tangibles - Appearance of physical facilities, equipment, personnel, and communication materials.
• Reliability - Ability to perform the promised service dependably and accurately.
• Responsiveness - Willingness to help customers and provide prompt service.
• Assurance - Knowledge and courtesy of employees and their ability to convey trust and confidence.
• Empathy - The firm provides care and individualized attention to its customers.

References:

Parasuraman, A., Zeithaml, V., Berry, L.L. (1988), "SERVQUAL: a multiple-item scale for measuring consumer perceptions of quality", Journal of Retailing, 64 (1), 12-40.