10 Types of Service Quality
Service quality is the value of a service to customers. This is inherently subjective as it is driven by the
is the value of a service to customers. This is inherently subjective as it is driven by the needs , expectations and perceptions of customers. As such, it is typically measured by quantifying customer surveys. The following are common types of service quality.
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Reliability
A reliable service such as an airline that’s usually on time.
Responsiveness
A service that is responsive to the individual needs of customers. For example, a firm that isn’t locked into rigid policies when special situations arise.
A service that is responsive to the individual needs of customers. For example, a firm that isn’t locked into rigid policies when special situations arise.
Empathy & Tailoring
It is well known in the service industry that different customers prefer different styles of service. For example, some customers enjoy a personal conversation where others would prefer to maintain a distance.
It is well known in the service industry that different customers prefer different styles of service. For example, some customers enjoy a personal conversation where others would prefer to maintain a distance.
Competence & Diligence
Professionals who know what they’re doing and are paying attention.
Professionals who know what they’re doing and are paying attention.
Consistency
A pleasant level of predictability such as a dish at a restaurant that tastes the same each time.
A pleasant level of predictability such as a dish at a restaurant that tastes the same each time.
Safety & Security
A service that feels safe and secure such as an ecommerce site that doesn’t lose your personal data.
A service that feels safe and secure such as an ecommerce site that doesn’t lose your personal data.
Environments
The quality of environments such as a hotel room or airport lounge.
The quality of environments such as a hotel room or airport lounge.
User Interfaces
that are pleasing and productive to use.User interfaces that are pleasing and productive to use.
Tangibles
Tangible elements of a service such as the quality of ingredients used by a restaurant.
Tangible elements of a service such as the quality of ingredients used by a restaurant.
Experiences
The overall intangible experience offered by a service such as a theme park that’s has a happy feel to it.
The overall intangible experience offered by a service such as a theme park that’s has a happy feel to it.
