Question

List all dimensions of service quality and explain how it can be used to improve individual business functions  *

Your answer

Answer 1

The service quality dimensions that can be helpful to enhance the business function are as follows:

-- Reliability: Reliability is the business ability to perform the promise to service accurately and dependably. It ensures that the business delivers as per the promises to customer to retain them for a longer period

-- Tangible: Tangible refers to the appearance of physical facilities, written materials, and equipments personnel as it develops the physical image of the service. It assists the customers to provide the signal quality to the customers and evaluate quality; and helps the business to enhance their image and provide continuity

-- Responsiveness: It refers to the business willingness to help it's customers and giving them the prompt service to customer complaints, request questions, and problems

-- Assurances: It means the business knowledge and courtesy and its ability to inspire the confidence and trust. It is especially vital for services that customer perceives as having high uncertainty and risk about their ability for evaluating the outcomes. The assurance ensures the attitudes of the business staff and their behavior in providing the friendly, courteous, confidential, and competent services.

-- Empathy: Empathy indicates the individualized attention and caring behaviours of the business towards the customers. It conveys the message that the customers are special and unique. The dimension of empathy is likely to be particularly important for the small firm competeting with large firms; the empathetic approach can provide the small firm a clear advantage