Framework
SERVQUAL's five RATER dimensions
The five dimensions customers use to judge service quality
SERVQUAL condenses service quality into five dimensions, remembered as RATER: reliability, assurance, tangibles, empathy and responsiveness. Each one gets its own group of survey items, so a low score points at a specific part of the service. Use it as a checklist for what to measure in a service quality study or customer experience survey.
Where this appears
What's in this framework
- Reliability: Doing what you promised, accurately and dependably.
- Assurance: Staff knowledge and courtesy that inspire trust.
- Tangibles: Facilities, equipment, people and materials.
- Empathy: Caring, individual attention for each customer.
- Responsiveness: Willingness to help and serve promptly.
Use this image
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<a href="https://www.koji.so/visuals/servqual-rater-five-dimensions"><img src="https://www.koji.so/visuals/servqual-rater-five-dimensions/servqual-rater-five-dimensions.png" alt="Framework listing the five SERVQUAL RATER dimensions of service quality: reliability, assurance, tangibles, empathy and responsiveness." width="1200" height="699" /></a>
<p>Source: <a href="https://www.koji.so/visuals/servqual-rater-five-dimensions">SERVQUAL's five RATER dimensions</a>, Koji</p>
