•Reliability – your ability to provide the service you have promised consistently, accurately, and on time.
•Assurance – the knowledge, skills, and credibility of staff; and their ability to use this expertise to inspire trust and confidence.
•Tangibles – the physical evidence of the service you provide. This could be offices, equipment, employees, and the communication and marketing materials that you use.
•Empathy – the relationship between employees and customers.
•Responsiveness – your ability to provide a quick, high quality service to your customers.