Responsiveness refers to a willingness to help customers and provide prompt service. According to Parasuraman et al. (1985), responsiveness is the kindness to help customer by providing prompt services as soon as a request is received. Besides, Parasuraman et al. (1988) also mentioned responsiveness as the willingness or readiness of employees to provide service. It is also involves understanding needs and wants of the customers, convenient operating hours, individual attention rendered by the staff, attention to problems and customers safety in their transaction. According to their statement, this dimension is concerned with dealing with UCTS students’ requests, questions and complaints attentively. Non-academic staff in UCTS have
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This due to dissatisfaction can cause negative effects on service delivery which customers would not appreciate the quality of services. Based on this statement, lack of responsiveness of services delivered by staff in UCTS may cause a negative perception of the student toward non-academic staff behaviour. Srinivasan (2009) said responsiveness is about timely delivery of service. Which mean, the readiness or preparedness of the employees to provide service in a timely manner and the helpfulness of employees. It is crucial for all the employees to exhibit a courteous and friendly behaviour when delivering services to the customers in order to increase their satisfaction towards the brand image (Firdaus Abdullah et al., 2011). For this study, staff must deliver the services to students in order to increase their satisfaction towards the service’s reputation.
SERVQUAL describes assurance as knowledge and courtesy of employees and their ability to inspire trust and confidence (Parasuraman et al., 1988). This dimension the staff should rendering the services to students should have the attribute of knowledge and ability to inspire trust and confidence. Based on this statement, UCTS staff must well knowledgeable and follows strict regulations on the university to provide services to the …show more content…
(2002) stated that assurance useful for assuring customers and reducing the perceived risk associated with the purchase and consumption of services include creating trust and confidence through the knowledge and skills of contact personnel, creating continuity of service staff, staff attitudes, visible qualifications and credentials, and pleasant surroundings to reassure the customer. Based on Bennett et al. statement, assurance can be refer to staff interpersonal skill to convince the students about the quality of services offered. According to Gronroos, (1994) statement, assurance refer to employees give an expression of the service quality in customers' eyes. Which mean, staff has a direct contact or communication to students in delivering the services and in the same time assuring the services is flexible for students needs and wants. Empathy described as caring, individual attention the firm provides its customers. (Parasuraman et al., 1988). It involves giving customers individual attention and staff who understand the needs of their customers and convenience business hours. In this case, UCTS staff conducted the services to students must have these attribute of care and concern to makes sure the individual student’s problems are
This due to dissatisfaction can cause negative effects on service delivery which customers would not appreciate the quality of services. Based on this statement, lack of responsiveness of services delivered by staff in UCTS may cause a negative perception of the student toward non-academic staff behaviour. Srinivasan (2009) said responsiveness is about timely delivery of service. Which mean, the readiness or preparedness of the employees to provide service in a timely manner and the helpfulness of employees. It is crucial for all the employees to exhibit a courteous and friendly behaviour when delivering services to the customers in order to increase their satisfaction towards the brand image (Firdaus Abdullah et al., 2011). For this study, staff must deliver the services to students in order to increase their satisfaction towards the service’s reputation.
SERVQUAL describes assurance as knowledge and courtesy of employees and their ability to inspire trust and confidence (Parasuraman et al., 1988). This dimension the staff should rendering the services to students should have the attribute of knowledge and ability to inspire trust and confidence. Based on this statement, UCTS staff must well knowledgeable and follows strict regulations on the university to provide services to the …show more content…
(2002) stated that assurance useful for assuring customers and reducing the perceived risk associated with the purchase and consumption of services include creating trust and confidence through the knowledge and skills of contact personnel, creating continuity of service staff, staff attitudes, visible qualifications and credentials, and pleasant surroundings to reassure the customer. Based on Bennett et al. statement, assurance can be refer to staff interpersonal skill to convince the students about the quality of services offered. According to Gronroos, (1994) statement, assurance refer to employees give an expression of the service quality in customers' eyes. Which mean, staff has a direct contact or communication to students in delivering the services and in the same time assuring the services is flexible for students needs and wants. Empathy described as caring, individual attention the firm provides its customers. (Parasuraman et al., 1988). It involves giving customers individual attention and staff who understand the needs of their customers and convenience business hours. In this case, UCTS staff conducted the services to students must have these attribute of care and concern to makes sure the individual student’s problems are