The 5 Service Quality Dimension

5 service quality dimension tangibles, reliability, responsiveness, Assurance and empathy


Service Quality Dimensions: 

The service Quality Dimension are Tangibles, Reliability, Responsiveness, Assurance and Empathy.


This service quality dimension demonstrates the physical appearance of surroundings or atmosphere in which service is providing. It will include facilities and equipment used to pleasant the atmosphere. It also includes the method of presenting the product. On the other hand, this dimension is related to create the first hand impressions. Every company wants to give a unique and never forgettable experience to gain customers loyalty to provide services in future. Sometime this tangible service dimension is referring to as service escape. 


The reliability service quality dimension is described as how much frequently a company is performing and completing their promised quality standards with accuracy. Reliability is also important as far as the first impression is important due to the customers consciousness about the supplier of that products either they are reliable and fulfilling the promised quality standards or not. Reliability leads a customer to create loyalty with this service in future.


This service quality dimension shows the companies consciousness to provide first-class quality with rapid services to its customers. Company’s first priority is to give superior feeling through their best guaranteed quality in the services. Through this service quality each client feels more significance in the event.


The assurance service quality dimension is related to attitude, personality, and way of talking of service provider. It can be sales, representatives, or any employee who deals with the customer directly or indirectly. If company representative fails to comply with customers expectations, most probably client will not return in future.


The Empathy Service quality dimension shows how an organization minds its clients and gives individualized consideration regarding construct client certainty on their administration with the goal that he will feel additional esteemed and extraordinary. This service quality dimension shows the emphasize of knowing the customers required attributes on the reality grounds.This is why if you do not know about your customers needs you cannot entertain him in an excellent way.


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2 comments on “The 5 Service Quality Dimension

Robert, Hensly

love to read this article

Mike, Lesendade

Thumbs up, explanation was fabulous


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