What are the determinants of service quality?
1. Reliability: the ability to perform the promised service dependably and accurately—the first time
2. Responsiveness: helping customers promptly
3. Assurance: providing the service with competence, courtesy, credibility, respect, and security
4. Empathy: providing easy access, clear communication, and listening to understand customer needs
5. Tangibles: the appearance of physical facilities, equipment, and personnel