Main Article Content
Abstract
The service quality variables are too many, the present study confine these variables to keeping promises, offering prompt service to customers, individualized attention, modern looking equipment and technology, customers feeling safe in their transaction, offer quality products and services, informing customers exactly when services will be performed, visually appealing physical facilities, having convenient operating hours, contracts with clear terms, employee and agents instilling confidence in customers, knowledgeable employees and agents to respond, settling claims with no unnecessary delays, personal attention by employees and agents, being interested on solving customer’s problems, understanding the specific needs of customers never being too busy to respond to customer requests, perform the services right the first time, visually appealing service materials, having the customer’s best interest at heart, provide services at the promised time, always willing to help customers, issuing error free documents and; employees and agents being consistently contends with customer.