The 5 Service Quality Dimensions

Downwindz By Downwindz, 31st Dec 2010 | Follow this author | RSS Feed | Short URL http://nut.bz/.d-m.4b./
Posted in Wikinut>Business>Sales & Marketing

A good way to put your business in the position of getting repeating and loyal customers is to implement the use of the five Service Quality Dimensions.

The 5 Service Quality Dimensions

Every company owner wants to get loyal customers which add to repeating purchases and of cause increasing their maximum revenue. But to get there they need to know about the 5 Service Quality Dimensions. Many actually think that service is just a little part of the marketing mix, but it is actually a very important part of both the 4 and 7 P's

Each of the 5 Service Quality Dimensions makes an extra addition to the level and quality of service which the company offers their customers. It also makes the service far more unique and satisfying.

Dimension 1 - tangibles;

The tangible Service Quality Dimension refers to the appearance of the physical surroundings and facilities, equipment, personnel and the way of communication. In other words, the tangible dimension is about creating first hand impressions. A company should want all their customers to get a unique positive and never forgetting first hand impression, this would make them more likely to return in the future.

Dimension 2 - reliability;

The reliability Service Quality Dimension refers to how the company are performing and completing their promised service, quality and accuracy within the given set requirements between the company and the customer. Reliability is just as important as a goof first hand impression, because every customer want to know if their supplier is reliable and fulfill the set requirements with satisfaction.

Dimension 3 - responsiveness;

The responsiveness Service Quality Dimension refers to the willingness of the company to help its customers in providing them with a good, quality and fast service. This is also a very important dimension, because every customer feels more valued if they get the best possible quality in the service.

Dimension 4 - assurance;

The assurance Service Quality Dimension refers to the company's employees. Are the employees skilled workers which are able to gain the trust and confidence of the customers? If the customers are not comfortable with the employees, there are a rather large chance that the customers will not return to do further business with the company.

Dimension 5 - empathy;

The empathy Service Quality Dimension refers to how the company cares and gives individualized attention to their customers, to make the customers feeling extra valued and special. The fifth dimension are actually combining the second, third and fourth dimension to a higher level, even though the really cannot be compared as individuals. If the customers feel they get individualized and quality attention there is a very big chance that they will return to the company and do business there again.

Tags

5 Dimensions Of Service Quality, Business, Customer, Customer Service, Dimension, Revenue, Service Quality

Meet the author

author avatar Downwindz
I have a degree in Marketing Management and Economics and have a large interest in health and economical topics.

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Comments

author avatar D in The Darling
1st Jan 2011 (#)

If you haven't built your own empire yet, you're about to do that. This is great. Nice read! Thanks for sharing. I'm right behind you! Happy new year!

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author avatar Adsaff adsadsd
9th Jan 2011 (#)

Thank you. I actually knew these things a while back but as the years go, you sometimes forget the basic and impotent stuff. Thank you for reminding me again! :D

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author avatar Downwindz
9th Jan 2011 (#)

You are most welcome, I find it good to use all my knowledge to help people learning or remembering old theory.

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author avatar Pring vey
13th Jan 2012 (#)

search and study

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author avatar Biyensa Tamiru
30th Mar 2012 (#)

As I think this note is very crucial for students and employment did in the organization and also great important for manager to evaluate the employment competence

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author avatar Ali afridi
7th Jun 2012 (#)

i think this is great job frm the author n thanx alot for sharing this like of notes n i hope u will continue more this like of notes great job GOD BLESS YOU.

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author avatar WINJOS
16th Jan 2013 (#)

this is all about marketing

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author avatar Mesele Manaye
14th Dec 2013 (#)

I need the very recent document on quality

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author avatar Mohit
12th Mar 2014 (#)

to make the customers feeling extra valued and special

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author avatar Mohit
12th Mar 2014 (#)

If the customers are not comfortable with the employees

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author avatar Kamila
8th Apr 2014 (#)

am grateful cause these year i will graduate in marketing management & am working research on service quality your page helped me if you are volunteer i wanna know more about marketing. thank you.

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author avatar Joseph
1st May 2014 (#)

am happy and pleased about your help and keep it up.

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author avatar Frank firmat
6th May 2014 (#)

its a nice explaination and very much helpfull. it helped me,. thanks a lot

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