Based on the service-quality model, researchers have identified five determinants of service quality. List and briefly explain each.
The five determinants of service quality are:
a. Reliability: It is the ability to perform the promised service dependably and accurately.
b. Responsiveness: It refers to the willingness to help customers and to provide prompt service.
c. Assurance: It is the knowledge and courtesy of employees and their ability to convey trust and confidence.
d. Empathy: It refers to the provision of caring, individualized attention to customers.
e. Tangibles: It is the appearance of physical facilities, equipment, personnel, and communication materials.