Dimension of Quality and RATER Flashcards
Knowledge and courtesy of employees and ability to convey trust and confidence indicate the level of Customer Service Quality.
Assurance
Degree of caring and individual attention
Empathy
Ability to provide what was promised
Reliability
Physical facilities and appearance of personnel
Tangibles
Willingness to help customers and provide prompt service
Responsiveness
Speed, courtesy, and competence of repair
Serviceability
Subjective assessment resulting from image, advertising, or brand names
Perceived Quality
Amount of use before deterioration or replacement
Durability
Look, feel, sound, taste, smell
Aesthetics
Primary operating characteristics
Performance
Degree to which characteristics match standards
Conformance
Probability of operating for specific time and condition
Reliability
“Bells and Whistles”
Features
