This document discusses the five dimensions of service quality: tangibles, reliability, responsiveness, assurance, and empathy. It provides examples of what each dimension entails and survey results showing that customers rate reliability as the most important dimension, followed by responsiveness and assurance. The document outlines action plans to improve performance on each of the five dimensions for a repair shop seeking to enhance customer loyalty and reduce dissatisfaction.

1. Dimensions of Service Quality
(A) Repair Shop
ISM | SY A | 31 – 40

2. Roll Number Name Of Student
31 Mehra Geeta
32 Mehta Aashumi
33 Mishra Riya
34 Modi Akhita
35 Mrudul Manojkumar
36 Mundhra Khushali
37 Nankani Monika
38 Nasit Harshita
39 Nevaniya Jaydev
40 Otwani Bhumika

3. SERVQUAL
TANGIBLES RELIABILITY RESPONSIVENESS ASSURANCE EMPATHY
• Appearance of
Physical Facilities
• Equipment
• Personnel
• Communication
Materials
• Ability to Perform
• Dependability
• Accuracy
• Willingness to help
Customers
• Prompt service
• Knowledge
• Courtesy
• Ability to Convey
Trust
• Ability to Convey
Confidence
• Caring
• Individualized
Attention to
Customers

4. Reliability
32%
Responsiveness
22%
Assurance
19%
Empathy
16%
Tangibles
11%
Reliability Responsiveness Assurance Empathy Tangibles
The Order

5. I. Reliability
DOING
THE
JOB,
ALWAYS
!
ON TIME,
ON SITE
AGREEMENT,
SATISFY
SCHEDULE
PROMISE

6. II. Responsiveness
RESPONSE
TIME
RESPONSE
SPEED
REPORT SPEED PROMPT
QUICK
INSTANT

7. III. Assurance
CERTIFICATION
=
EXPECTATION
I-CARDS
POSTERS
UNIFORMS
REPORTS
LOGOS
MESSAGES

8. IV. Empathy
SMILE
INITIATIVE INTEREST
HELP

9. V. Tangibles
TANGIBLE
S

10. Repair Shop
TANGIBLES RELIABILITY RESPONSIVENESS ASSURANCE EMPATHY

11. Service Levels
Expected
Level
EMPATHY
Tolerated
Level

12. Customer
Loyalty Dissatisfaction

13. THANK YOU