Five Key Dimensions of Service Quality
Focusing on Customers - Chapter 5: " five key dimensions of service quality that contribute to customer perceptions?
1. Reliability: the ability to provide what was promised, dependably and accurately. Examples include customer service representatives responding in the promised time, following customer instructions, providing error-free invoices and statements, and making repairs correctly the first time.
2. Assurance: the knowledge and courtesy of employees, and their ability to convey trust and confidence. Examples include the ability to answer questions, having the capabilities to do the necessary work, monitoring credit card transactions to avoid possible fraud, and being polite and pleasant during customer transactions.
3. Tangibles: the physical facilities and equipment, and the appearance of personnel. Tangibles include attractive facilities, appropriately dressed employees, and well-designed forms that are easy to read and interpret.
4. Empathy: the degree of caring and individual attention provided to customers. Some examples might be the willingness to schedule deliveries at the customer's convenience, explaining technical jargon in layperson's language, and recognizing regular customers by name.
5. Responsiveness: the willingness to help customers and provide prompt service. Examples include acting quickly to resolve problems, promptly crediting re- turned merchandise, and rapidly replacing defective products. "
1. Reliability: the ability to provide what was promised, dependably and accurately. Examples include customer service representatives responding in the promised time, following customer instructions, providing error-free invoices and statements, and making repairs correctly the first time.
2. Assurance: the knowledge and courtesy of employees, and their ability to convey trust and confidence. Examples include the ability to answer questions, having the capabilities to do the necessary work, monitoring credit card transactions to avoid possible fraud, and being polite and pleasant during customer transactions.
3. Tangibles: the physical facilities and equipment, and the appearance of personnel. Tangibles include attractive facilities, appropriately dressed employees, and well-designed forms that are easy to read and interpret.
4. Empathy: the degree of caring and individual attention provided to customers. Some examples might be the willingness to schedule deliveries at the customer's convenience, explaining technical jargon in layperson's language, and recognizing regular customers by name.
5. Responsiveness: the willingness to help customers and provide prompt service. Examples include acting quickly to resolve problems, promptly crediting re- turned merchandise, and rapidly replacing defective products. "
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