What are the dimensions of service quality?

. Broad Dimensions of Service Quality:

n Reliability - perform promised service dependably and accurately

n Responsiveness - willingness/readiness to provide prompt service

n Competence - possess knowledge and skill to perform the service

n Access - approachability and ease of contact of service personnel

n Courtesy - politeness, consideration, and friendliness of service personnel

n Communication - keeping customers informed; listening to customers

n Credibility - trustworthy, believable, honest

n Security - freedom from danger, risk, or doubt

n Understanding/knowing customer - knowing customer's needs

n Tangibles - physical evidence of service