Quality of service is always to be judged by what customers think.
Following are the normal criteria to judge the quality of service:
1. Reliability:
Is the service performed dependably and accurately?
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2. Access:
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Is the service accessible or delivered without little waiting?
3. Security:
Is the service free from danger, risk or doubt?
4. Credibility:
How trustworthy and honest does the service provider appears to be?
5. Understanding the customer:
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How much effort is made by the service provider to understand customers’ needs?
6. Responsiveness:
How willing are service employees to help customers and to deal with their specific problems?
7. Competence:
To what extent do employees possess the required skills and knowledge to perform the service? Is the Chartered Account a member of the Institute of Chartered Accountants of India?
8. Courtesy:
Are staffs polite and considerate to customers?
9. Tangibles:
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How do physical facilities, equipments, personnel and communication materials look like? Are the waiters in proper and clean uniform?
10. Communication:
How good the organization is at communicating effectively?