Measuring Service Quality

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Many researchers have struggled with the issue of how to measure service quality.  Perhaps the most widely used measure is based on a set of five dimensions which have been consistently ranked by customers to be most important for service quality, regardless of service industry These dimensions defined by the SERVQUAL measurement instrument are as follows:

Tangibles: appearance of physical facilities, equipment, personnel, and communication materials;
Reliability: ability to perform the promised service dependably and accurately;

Responsiveness: willingness to help customers and provide prompt service;

Assurance: knowledge and courtesy of employees and their ability to convey trust and confidence; and

Empathy: the caring, individualized attention the firm provides its customers.

Location & Dates

01 - 05 May
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Fees in USD

Per participant 2500 USD
(including coffee breaks and a buffet lunch daily)

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+90 212-2256636

European Business Center for Training and Development has been founded in Middle east since 1999 to provide a high quality training and consultation services in the region.We provide public and specialized in-house training courses delivered in a manner that builds lasting partnerships, to meet the complex needs of business growth.


+90 212-2256636
+90 534-5799999
+90 212-2256994
+90 534-5799999
Cumhuriyet Cd. No:38 Taksim, Şişli, Istanbul

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