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1. SERVQUAL

2. D imensions of the scale Reliability Responsiveness Assurance Empathy Tangibles

3. Reliability T he ability to perform the promised service dependably and accurately . railways, buses, banks, building societies, insurance companies, delivery services and trade services, e.g. plumbers , carpet fitters, car repair.

4. Responsiveness T he willingness to help customers and to provide prompt service. This dimension is particularly prevalent where customers have requests, questions, complaints and problems.

5. Assurance T he employees’ knowledge and courtesy, and the ability of the service to inspire trust and confidence. This dimension may be of particular concern for customers of health, financial and legal services.

6. Empathy T he caring, individualized attention the service provides its customers

7. Tangibles T he appearance of physical facilities, equipment, personnel and communication materials. Tangibles will be of particular significance where the customer’s physical presence at a service facility is necessary for consumption to occur, e.g. hair salon, hotel, night club.

8. SERVQUAL- scale for lecture assessment Reliability – ability to perform the promised service dependably and accurately My lecturers provide their services at the time they promise to do. My lecturers tell me exactly when services will be performed. My lecturers perform service right the first time. When my lecturers promise to do some thing by a certain time, they do so. Responsiveness – willingness to help and provide prompt service My lecturers are never too busy to respond to my requests. When I have a problem, my lecturers show a sincere interest in solving it. My lecturers give me prompt service.  My lecturers are always willing to help me.

9. Assurance – knowledge and courtesy of employees and their ability to inspire confidence My lecturers are consistently courteous with me. My lecturers instill confidence in me. My lecturers conduct them selves professionally. My lecturers have the knowledge to answer my questions. Empathy – caring, individualized attention the firm provides its customers My lecturers give me personal attention. My lecturers give me individual attention. My lecturers have my best interests at heart. My lecturers understand my specific needs.