|
| |
What
Do Customers Value?
 |
Reliability
The ability to perform the
promised service dependably and accurately.
|
|
Responsiveness
The willingness to help
customers and provide prompt service.
|
|
Tangibles
Physical facilities,
equipment, and appearance of personnel.
|
|
Assurance
Knowledge and courtesy of
employees and their ability to convey trust and confidence.
|
|
Empathy
Caring, individualized
attention. |
Quality of service is
measured by the difference between the expectation level of the customer on the
one hand, and the customer's perceived level of service on the other. The
gap between these two represents the size of a company's service problem.
|
