Five Determinants of Service Quality
RELIABILITY: We are committed to ensure that the services we provide are in line to what is promised. We will provide accurate information which the customer may request to be in writing. Our services are consistent and committed to the customers' needs.
ASSURANCE: Our staff is knowledgeable and courteous. We are committed to provide a professional service which the customers can trust.
RESPONSIVENESS: We provide our services in a timely manner and without any unnecessary delays. We are committed to respond to customers' requests; problems, or complaints.
EMPATHY: We are committed to provide services which are tailored to our customers' needs and offered with care and individualised attention. We will strive to communicate in a language which is free from technical jargon, and will ensure that our services are accessible to everyone.
TANGIBLES: Our offices offer a clean and safe environment where our services can be sought conveniently and safely.
