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    Tangible

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    Rochelle Madara
    The document discusses two aspects of service quality: tangibles and reliability. Tangibles refer to the physical environment, facilities, equipment, and appearance of staff that influence customer perceptions. Reliability means consistently delivering the promised service in an accurate and dependable manner to build customer trust. Providing satisfaction in both tangibles and reliable service leads to increased profits and reputation for a company.

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    Tangible

    Uploaded by

    Rochelle Madara
    42 views2 pages
    The document discusses two aspects of service quality: tangibles and reliability. Tangibles refer to the physical environment, facilities, equipment, and appearance of staff that influence customer perceptions. Reliability means consistently delivering the promised service in an accurate and dependable manner to build customer trust. Providing satisfaction in both tangibles and reliable service leads to increased profits and reputation for a company.

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    The document discusses two aspects of service quality: tangibles and reliability. Tangibles refer to the physical environment, facilities, equipment, and appearance of staff that influence customer perceptions. Reliability means consistently delivering the promised service in an accurate and dependable manner to build customer trust. Providing satisfaction in both tangibles and reliable service leads to increased profits and reputation for a company.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    42 views2 pages

    Tangible

    Uploaded by

    Rochelle Madara
    The document discusses two aspects of service quality: tangibles and reliability. Tangibles refer to the physical environment, facilities, equipment, and appearance of staff that influence customer perceptions. Reliability means consistently delivering the promised service in an accurate and dependable manner to build customer trust. Providing satisfaction in both tangibles and reliable service leads to increased profits and reputation for a company.

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    © All Rights Reserved
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    Tangibles: Customers expect clean and professional facilities and stores, well-

    groomed and neat workers, and well-written and designed products such as menus,
    websites, and signs. Attention to detail can imply that your organization values
    consumer comfort. While look is not the most important aspect of service, it does
    affect how people perceive your company, particularly if your brand promises a
    premium or luxury experience. Being able to provide guests with satisfaction not just
    in intangible services but also in tangibles would generate a large profit and increase
    a company's reputation.

    Example explanation: The complete environment at hotels, including the facilities,


    rooms, and parking spots, as well as all of the equipment used in taking care of
    guests, such as amenities, must be well presented and safe for guests to utilize. This
    will make the guest delighted while they are staying at the hotel.

    Reliability: Doing what you say you'll do when you say you'll do it is critical to
    keeping your customers happy. They want to be able to rely on your company to
    provide a working product or effective service, to get support when they need it, and
    to do it in a timely manner. Reliability is vital in a service company since it builds a
    guest's trust, which can lead to additional guests who become loyal clients.

    Example explanation: Employee and staff performance at a lodging place such as a


    hotel has a big impact in gaining a loyal customer, not only the rooms and amenities
    bring satisfaction to the guests but also how the employees and staffs treat the guest
    from their arrival until they leave will determine how good the service truly is. having
    employees who are approachable and reliable will bring guests peace of mind and
    comfort while staying at the hotel.
    Examples:
    Tangibles  The environment in the company's
    building must be clean and safe.
     each facility and guest rooms should
    be well maintained
     Each facility have to got updated
    furniture and equipment.
     The company's parking space need
    to be spacious
     Special rooms or facilities must
    feature a variety of amenities.
    Reliability  Employees of the company ought to
    be knowledgeable in order to
    respond to guests inquiries.
     The company should demonstrate
    genuine interest and understanding
    in handling guest requests and
    resolving problems within the
    facility.
     Employees be required to provide
    the best treatment to the guest in
    order to satisfy them and meet their
    wants.
     Employees and staff must be
    approachable.

    Reference:

    Kklokenga, B (2020) How to measure the 5 dimensions of service quality.


    https://www.getfeedback.com/resources/cx/how-to-measure-the-5-dimensions-of-
    service-quality/#:~:text=or%20luxury%20experience.-,Reliability,essential%20to
    %20pleasing%20your%20customers.

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