þjónustueiginleikar

þjónustueiginleikar refers to the characteristics or attributes that define and distinguish a service. Unlike tangible products, services are intangible and their quality is often judged by how well these characteristics are perceived by the customer. Key þjónustueiginleikar often include reliability, which is the ability to perform the promised service dependably and accurately. Responsiveness refers to the willingness and promptness of service providers to help customers and provide prompt service. Competence is the possession of the required skills and knowledge to perform the service. Access is the approachability and ease of contact with the service provider. Courtesy encompasses the politeness, respect, consideration, and friendliness of staff. Communication involves keeping customers informed in language they can easily understand and listening to them. Credibility is the believability, trustworthiness, and reputation of the service provider. Security means the freedom from danger, risk, or doubt in handling the customer's interests. Understanding/knowing the customer involves making the effort to understand customers' needs and provide personalized service. Finally, tangibles are the appearance of physical facilities, equipment, personnel, and communication materials. These characteristics are crucial for customers when evaluating the overall quality of a service experience and are therefore central to service marketing and management.