Determinants of Service Quality Flashcards
1
Q
Determinants of Service Quality
A
Reliability Responsiveness Competence Access Courtesy Communication Credibility Security Understanding/ knowing the customer Tangibility
2
Q
Reliability
A
Consistency of performance and dependability
3
Q
Responsiveness
A
Concerns the willingness or readiness of employees to provide service
4
Q
Competence
A
Required skills and knowledge to perform the service
5
Q
Access
A
Approachability and ease of contact
6
Q
Courtesy
A
Clients are treated with politeness, respect, consideration and friendliness
7
Q
Communication
A
Listen to clients and keep them informed in a language they can understand
8
Q
Credibility
A
Having customer’s best interests at heart
9
Q
Security
A
Freedom from danger, risk or, doubt
10
Q
Understanding/ knowing the customer
A
Striving to understand the customer’s needs and to advice them in the best way possible
11
Q
Tangibility
A
Physical evidence of the service
