Dimension of Quality Services
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friends 4ever...♫ well, don'cha?^o^ palm cockatoo from bali bird park ♫ by Bocavermelha l.b.s

There are five dimensions in determining the quality of services, namely:

1. Reliability, the ability to provide services in accordance with the promises offered.

2. Responsiveness, ie a response, or alertness of employees to help customers and provide faster service and response, which include: alertness of employees in serving customers, employees in handling the speed of transactions, and handling customer complaints / being patient.

3. Assurance, including the employee’s ability to: knowledge of the exact product, quality of hospitality, concern and courtesy in providing services, skills in providing information, the ability to provide security in the use of services offered, and the ability to instill confidence in the company’s customer

Dimension of certainty or assurance is a combination of dimensions:

* Competence, meaning the skills and knowledge possessed by the employees to to get the jobs done successfully is servicing the customers.

* Courtesy, which includes hospitality, attention and attitude of the employees.

* The credibility, including matters relating to the trust in the company, such as reputation, achievements and so on.

4. Emphaty, the individual attention given to the customer company as easy to contact the company, the employee’s ability to communicate with customers, and business firms to understand customers’ wants and needs.

Emphaty dimension is a combination of dimensions:

* Access, including ease of use of services offered by the company.

* Communication, is the ability to communicate to communicate information to customers or obtain feedback from customers.

* Understanding the customer, including the company’s business to know and understand the needs and desires of customers.

5. Tangibles include the physical facilities such as the appearance of the building and the front office space, availability of parking, cleanliness, and comfort, tidiness, cozy room, completeness, communications equipment and employee appearance.