1. Tangibles: Modern looking equipment and technology. Visually appealing physical facilities. Neat appearing employees and agents. Visually appealing service materials.
2. Reliability: Keeping promises. Offer quality products and services. Contracts with clear terms. Settling claims with no unnecessary delays. Being interested on solving customers’ problems. Perform the service right the first time. Provide services at the promised time. Issuing error free documents.
3. Responsiveness: Informing customers exactly when services will be performed. Offering prompt service to customers. Always willing to help customers. Never being too busy to respond to customer requests.
4. Assurance: Customers feeling safe in their transactions. Employees and agents instilling confidence in customers. Employees and agents being consistently courteous with customers. Employees and agents having the knowledge to respond to customers’ requests.
5. Empathy: Giving to customers’ individual attention. Having convenient operating hours. Employees and agents giving customers personal attention. Having the customers’ best interests at heart. Employees and agents understanding the specific needs of customers.