What is Service Quality?

Service quality means different things to different people. For the purpose of this survey, service quality is defined as the difference between your expectation of excellent service and your perception of the services you have received at UNB. Five dimensions of service quality were considered when developing the questions:

• Tangible dimension considers the physical aspects of the services such as facilities, equipment and staff appearance.
• Responsive dimension considers helpfulness and reaction time to customer need.
• Reliability dimension considers the service dependability and accuracy.
• Assurance dimension considers the ability of the employees to inspire trust and confidence.
• Empathy dimension considers the extent to which caring, individualized service is given.

Surveys based on the methodology described in: The Assimilation of Marketing’s Service Quality Principles and the IT Auditing Process

Thomas J. Bell III, Ph.D., CISA, PMP, and Thomas Smith, Ph.D.

ISACA Journal Volume 4, 2011.