Service quality refers to the assessment of the overall performance of a service, primarily from the customer's perspective. It encompasses various dimensions that determine how well a service meets customer expectations and needs. High service quality is characterized by reliability, responsiveness, assurance, empathy, and tangibles. Here’s a breakdown of these key dimensions: 1. **Reliability**: The ability to provide promised services consistently and accurately. This means delivering on what was agreed upon and fulfilling expectations.
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