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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.
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Good Stuff Happens in 1:1 Meetings: Why you need them and how to do them well
service marketing ppt m.pptx
- 2. THE FIVE DIMENSIONS OF SERVICE QUALITY
- 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 !