SERVQUAL

Servqual is a way of measuring how well a service meets customers' expectations. It is based on five different dimensions: Reliability, Responsiveness, Assurance, Empathy, and Tangibles. Reliability means that the service will be available when customers need it and will do what it is supposed to do. Responsiveness means that customers can get help quickly when they need it. Assurance means that customers will receive a service experience with clear communication and knowledgable staff. Empathy means that customers feel that the staff care about their needs and take time to provide a personal touch. Tangibles means that customers can see visually that what they are receiving is of high quality. Servqual can be used by companies to help measure how customers feel about their services and to make sure their services meet customer expectations.