What are the five customer service characteristics that affect customer's opinions of service quality and what constitutes customer satisfaction?
What will be an ideal response?
When customers evaluate customer service, they compare their perceptions of the service they receive with their expectations. Customers are satisfied when the perceived service meets or exceeds their expectations. They are dissatisfied when they feel that the service falls below their expectations. Five customer service characteristics that affect perceptions of service quality are reliability, assurance, tangibility, empathy, and responsiveness. Reliability is the ability to perform the service dependably and accurately, such as performing the service as promised or contracted or meeting promised delivery dates. Assurance is the knowledge and courtesy of employees and their ability to convey trust and confidence. Tangibility is associated with the appearances of physical facilities, equipment, personnel, and communication materials. Empathy refers to the caring, individualized attention provided to customers. Responsiveness is to provide customer service personnel and sales associates that really want to help customers and provide prompt service.
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