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Problem

Name the five key dimensions used to measure service quality and describe each.

Step-by-step solution

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Step 1/3

Customers quantify the service satisfaction depending on the expectations versus the perception of the performance of actual service. This requires the need for cooperation between the human resource, marketing and operations of a firm. Marketing and operations must agree on skills of the service and work together from planning to execution of the service.

Step 2/3

Repeated examining of the service quality showed that reliability is very important. Customers perception about the quality of service in the business-to-business context includes four dimensions, competence, courtesy, approachability and professionalism. Customers judge the quality of service, based on two aspects, process and outcome.

Step 3/3

Customers will judge the overall service quality as unsatisfactory, if the process of satisfactory and the outcome is not satisfactory. The five main dimensions used to quantify service quality are given in the table below: