THE DIMENSIONS OF SERVICE QUALITY

THE DIMENSIONS OF SERVICE QUALITY

The five dimensions of service quality together with relevant examples are as shown below.

Reliability Ability to perform the promised service dependably and accurately

Examples When a loan officer says will call me back in 15 minutes, does she do so?
Does the stockbroker follow my exact instructions to buy or sell?
Is my credit card statement free of errors?
Is my washing machine repaired right the first time?

Assurance Knowledge and courtesy of employees and their ability to convey trust and confidence.

Examples Is the bank ...