What are the perspective of service quality

I believe the question is about customer perception of service
quality. For physical goods the quality of a product is often measured in terms of adherence to a
given set of specified physical characteristics of the product. This method cannot be used to
measure quality of services because, it is impractical to set rigid standards of physical
characteristics of service. By its inherent nature, good quality service also exhibits a very
high degree of variability. Secondly the service as delivered to the customer is not available
for physical quality assessment prior to its delivery to customer, which gets consumed by the
customer as it is delivered. Therefore the only practical indicator of service quality is the
perception of the customer.

While many factors contribute to the
customer assessment of service quality, experts have identified five major dimensions of service
quality common to all kinds of service. These
are:

1. Reliability: The extent to which the service is
   dependable and is performed accurately.


2. Responsiveness: The extent
   to which the service is provided promptly taking into consideration the need and of each
   customer.


3. Assurance: The feeling in mind of the customer that the
   employees providing the service are knowledgeable, capable, and willing to provide good service.
   The courtesy of employee plays an important part in creating such
   assurance.


4. Empathy: The extent to which care and attention is
   given to each customer. This means making the customer believe that you understand and respond to
   the his or her specific requirements


5. Tangibles:This is the
   apparent quality of physical facilities personnel and material for providing the
   service.