Dimension of Quality Services
There are five dimensions in determining the quality of services, namely:
1. Reliability, the ability to provide services which in accordance with the promises offered.
2. Responsiveness, ie a response, or alertness of employees in help customers and provide fast service and
response, which include: alertness of employees in service customers, employees in handling the speed of transactions, and handling customer complaints / patient.
3. Assurance, including the employee’s ability to: knowledge of products accurately, the quality of hospitality, attention and courtesy in providing services, skills in providing information, the ability to provide security in the use of services offered, and the ability instill confidence in customers to the company
Dimension of certainty or assurance is a combination of dimensions:
* Competence (competence), meaning the skills and knowledge possessed by employees to do ministry.
* Courtesy (courtesy), which includes hospitality, attention and the attitude of the employees.
* The credibility (credibility), including matters related with confidence to the company, such as reputation,
achievements and so on.
4. Emphaty, the individual attention given companies to customers like the ease of
contact the company, the ability of employees to communicate with customers, and business firms to
understand customers’ wants and needs.
Emphaty dimension is a combination of dimensions:
* Access (access), including ease of use services offered by the company.
* Communication (communication), is the ability communication to convey information to
customers or obtain feedback from customers.
* Understanding the customer (Understanding the customer), include the company to know and understand customer needs and wants.
5. Tangibles include the physical appearance of facilities such as buildings and front office space, availability of parking, cleanliness, kerapihan and comfort room, completeness of equipment communication and employee performance.