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Reliability - Customer Satisfaction and Service Quality
Involves consistency of performance and dependability. It means that the firm performs the service right the first time. It also means that the firm honours its promises. Specifically, it involves: accuracy in billing, keeping records correctly and performing the service at the designated time.
Responsiveness - Customer Satisfaction and Service Quality Concerns the willingness or readiness of employees to provide service. It involves timeliness of service: mailing a
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