Answer to Question #208991 in Management for PAS

Question

SUBJECT : SERVICE MARKETING

What are the key dimensions of service delivery , elaborate key dimensions in detail?

Answer 1

1. Tangibles- this includes the physical appearance of the physical service facilities, the equipment, the personnel who do the servicing, the communication materials and all tangible elements of service provider facilities or surroundings.

2. Responsiveness- this is the willingness of the service provider to be helpful, be prompt in providing services and to respond to customers' requests, complaints or problems.

3. Reliability of service- this is the ability to perform the promised service dependably and accurately. It differs from product reliability in that it focuses on the ability of the service provider to perform the promised service efficiently.

4. Assurance- it refers to knowledge and courtesy of employees and their ability to convey trust and confidence. By creating trust and confidence, service providers will gain customer loyalty.

5. Empathy- it refers to caring, individual attention paid to customers by the service firm to meet each customer's demands properly.