The quality of products can easily be measured on tangibles as density, features, attributes and characteristics but how can we measure the quality of service? Dr. Vinita Sahay presents and explains the importance of each of the five dimensions of measuring service quality in the model R.A.T.E.R. The model consists of Reliability, Assurance, Tangibles, Empathy and Responsiveness. In wanting to provide high-quality service, businesses should be aware of all five dimensions at all times.
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