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The Service Quality Indexing (SQI) application is designed to provide a comprehensive evaluation of service quality through nine globally recognized dimensions. These dimensions offer a detailed assessment to help organizations identify strengths and areas for their service improvement. Below is a brief description of each dimension.These dimensions collectively provide a holistic view of service quality, enabling organizations to systematically enhance their service delivery and customer satisfaction.
Measures the ability to perform the promised service dependably and accurately. It assesses consistency and accuracy in service delivery.
Evaluates the willingness and readiness of employees to help customers and provide prompt service. It focuses on timely assistance and problem resolution.
Assesses the knowledge and courtesy of employees and their ability to inspire trust and confidence. It includes the competence and professionalism of service staff.
Measures the provision of caring and individualized attention to customers. It evaluates how well the service provider understands and addresses customer needs.
Evaluates the physical facilities, equipment, and appearance of personnel. It includes the cleanliness, design, and functionality of the service environment.
Assesses the efficiency and organization of service processes. It examines the consistency and reliability of systems in place to deliver services.
Measures the effectiveness of communication between the service provider and customers. It includes clarity, accuracy, and timeliness of information provided.
Evaluates the ease with which customers can reach and use the services. It includes factors such as location, operating hours, and availability of support.
Assesses the degree to which the service provider ensures the safety and security of customers and their information. It includes measures to protect against fraud, data breaches, and physical harm.
