Various studies analyzed deferent dimensions to decide service quality, Sasser et al had identified three
dimensions for service performance: Materials, Personnel and Facilities (Al-Bustanj 2011),but Parasuraman,
Berry and Ziethmail (1988) efforts are one of the most important contributions in marketing literature regarding
determination of service quality dimensions, since they conclude the main appearances of service quality in
which customers' expectations and perception are based on represented in five dimensions: reliability,
responsiveness, and tangible, security and empathy.