5 Service Quality Dimensions

A good way to put your business in the position of getting repeating and loyal customers is to implement the use of the five Service Quality Dimensions.

Every company owner wants to get loyal customers which adds to repeating purchases and of cause increasing their maximum revenue. But to get there they need to know about the 5 Service Quality Dimensions. Many think that service is just a little part of the marketing mix, but it is a very important part of both the 4 and 7 P’s

Each of the 5 Service Quality Dimensions makes an extra addition to the level and quality of service which the company offers their customers. It also makes the service far more unique and satisfying.

Dimension 1 – tangibles

The tangible Service Quality Dimension refers to the appearance of the physical surroundings and facilities, equipment, personnel, and the way of communication. In other words, the tangible dimension is about creating first-hand impressions. A company should want all their customers to get a uniquely positive and never forgetting the first-hand impression, this would make them more likely to return in the future.

Dimension 2 – reliability

The reliability Service Quality Dimension refers to how the company is performing and completing their promised service, quality, and accuracy within the given set requirements between the company and the customer. Reliability is just as important as a good first-hand impression because every customer wants to know if their supplier is reliable and fulfills the set requirements with satisfaction.

Dimension 3 – responsiveness

The responsiveness Service Quality Dimension refers to the willingness of the company to help its customers in providing them with a good, quality, and fast service. This is also a very important dimension because every customer feels more valued if they get the best possible quality in the service.

Dimension 4 – assurance

The assurance Service Quality Dimension refers to the company’s employees. Are the employees skilled workers which can gain the trust and confidence of the customers? If the customers are not comfortable with the employees, there is a rather large chance that the customers will not return to do further business with the company.

Dimension 5 – empathy

The empathy Service Quality Dimension refers to how the company cares and gives individualized attention to their customers, to make the customers feeling extra valued and special. The fifth dimension is combining the second, third and fourth dimensions to a higher level, even though they really cannot be compared as individuals. If the customers feel they get individualized and quality attention there is a very big chance that they will return to the company and do business there again.