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Five dimensions of SERVQUAL.
| Dimension | Description |
|---|---|
| Tangibles | Physical facilities, equipment, and appearance of personnel |
| Reliability | Ability to perform the promised service dependably and accurately |
| Responsiveness | Willingness to help customers and provide prompt service |
| Assurance | Knowledge and courtesy of employees and their ability to inspire and provide confidence |
| Empathy | Caring, individualized attention the firm provides to its customers |
Source: Adapted from Parasuraman et al. [42].
