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Sunday, October 3, 2010

Five Dimensions of Service Quality

The Five Dimensions of Service Quality

1. Reliability, Ability to perform the promised service dependably and accurately
2. Assurance, Knowledge and courtesy or employees and their ability to convey trust and confidence
3. Tangible, physical facilities, equipment and appearance of personal
4. Empathy, caring, individualized attention the firm provides its customers
5. Responsiveness, willingness to help customers and provide prompt service

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