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Assessments of Service Quality
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Researchers have found that customers typically consider the following five dimensions (TERRA) in their assessments of service quality:
Tangibles - The appearance of physical facilities, equipment, staff and written materials.
Empathy - Caring, individualized attention given to customers.
Reliability - The ability to perform the promised service dependably and accurately.
Responsiveness - The willingness of employees to help customers and to provide prompt service.
Assurance - The knowledge and courtesy of employees and their ability to inspire trust and confidence.