service quality has several dimensions.

Responsiveness - Responsiveness refers to the reaction time of the service.

Assurance - Assurance refers to the level of certainty a customer has regarding the
quality of the service provided.
Tangibles - Tangibles refers to a service's look or feel.
Empathy - Empathy is when a service employee shows that she understands and
sympathizes with the customer's situation. The greater the level of this understanding, the
better. Some situations require more empathy than others.
Reliability - Reliability refers to the dependability of the service providers and their
ability to keep their promises.