We believe in five determinants of service quality:
(a) Reliability: The ability to perform the promised service dependably and accurately.
(b) Responsiveness: The willingness to help customers and to provide prompt service.
(c) Assurance: The knowledge and courtesy of employees and their ability to convey trust andconfidence.
(d) Empathy: The provision of caring, individualized attention to customers.
(e) Tangibles: The appearance of physical facilities, equipment, personal and communicationmaterials.
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