This document outlines the five dimensions of service quality: tangibles, reliability, responsiveness, assurance, and empathy. Tangibles refers to the physical facilities, equipment, and appearance of personnel. Reliability is the ability to perform the promised service dependably and accurately. Responsiveness is the willingness to help customers and provide prompt service. Assurance refers to the knowledge and courtesy of employees and their ability to inspire trust and confidence. Empathy is the caring, individualized attention the firm provides its customers.

2. THE FIVE DIMENSIONS OF
SERVICE QUALITY

3. 01 04
EMPATHY
DIMENSIONS
02
03
TANGIBLES
05
RESPONSIVEN
ESS
RELIABILITY
ASSURANCE

4. RELIABILITY
ABILITY TO PERFORM
THE PROMISED
SERVICE DEPENDEBLY
AND ACCURATELY

5. ASSURANCE
KNOWLEDGE AND COURTESY OF
EMPLOYEES AND THEIR ABILITY TO
INSPIRE TRUST AND CONFIDENCE

6. PHYSICAL FACILITIES,
EQUIPMENT AND
APPIEARANCE OF
PERSONNEL
TANGIBLES

7. CARING,
INDIVIDUALIZED
ATTENTION THE
FIRM PEOVIDES
IT’S CUSTOMERS
EMPATHY

8. WILLINGNESS TO HELP CUSTOMERS AND PROVIDE
PROMPT SERVICE
RESPONSIV
ENESS

9. THANK YOU !