The willingness and readiness of employees to meet the needs of the customer while providing the service is an important dimension of service quality called

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Responsiveness refers to the willingness and readiness of employees to meet the needs of the customer while providing the service. Reliability refers to the ability to perform the promised service dependably and accurately. Empathy refers to the ability to understand and relate to the customer's feelings and situation. Tangibles refer to the physical appearance of facilities, equipment, personnel, and communication materials. Assurance refers to the knowledge and courtesy of employees and their ability to inspire trust and confidence.

The Willingness and Readiness of Employees to Meet the Needs