Five Concepts: Quality Dimensions Of Service Quality

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Service Quality Dimensions Customers assess the quality of service using several parameters commonly known as dimensions of service quality. Berry, Parasuraman and Zeithaml (1990) came up with ten parameters: Tangibles, Reliability, Responsiveness, Competence, Courtesy, Credibility, Security, Access, Communication and Understanding. However, these ten parameters were reorganized around five notions: Tangibles, Reliability, Responsiveness, Assurance and empathy, where competence, courtesy, credibility and security are represented by assurance and the access, communication and understanding are represented by empathy. 3.5.1 Tangibles Tangibles refer to the physical facilities used in the delivery of services. These need to be properly maintained so that quality services are delivered to the consumers or proper message is communicated to the consumer concerning the services delivered. In the water supply and sanitation services machines and pumps need to be properly maintained to ensure continuous flow of water from the source up to the end user. Equally important is the replacement of damaged pipes, availability of chemicals for treatment of water at all times, and putting in place people with relevant skills needed to run the operations of the company efficiently. Communication facilities too should be effective to enable communication process between the company and customers (to and from) easy. That helps the service company to get customers’ views about the services

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