Key Qualities of Services

Front

Intangibility

Back

Cannot be touched or seen

Front

Inseparability

Back

Produced and consumed simultaneously

Front

Perishability

Back

Cannot be stored for later use

Front

Variability

Back

Quality depends on who provides

Front

Reliability

Back

Consistent performance

Front

Responsiveness

Back

Prompt service delivery

Front

Assurance

Back

Knowledge and courtesy of staff

Front

Empathy

Back

Caring, individualized attention

Front

Tangibles

Back

Physical evidence of service

Front

Customer Satisfaction

Back

Meeting or exceeding expectations