Table 1 Definition of SERVQUAL variables from [9]
Variable | Definition |
|---|---|
Tangibles | Appearance of physical facilities |
Reliability | Ability to perform the promised service dependably and accurately |
Responsiveness | Willingness to help customers and provide prompt service |
Assurance | Knowledge and courtesy of employees and their ability to convey trust and confidence |
Empathy | The firm provides care and individualized attention to its customers |