Is the service accessible or delivered without little waiting?
Is the service free from danger, risk or doubt?
How trustworthy and honest does the service provider appears to be?
5. Understanding the customer:
How much effort is made by the service provider to understand customers’ needs?
How willing are service employees to help customers and to deal with their specific problems?
To what extent do employees possess the required skills and knowledge to perform the service? Is the Chartered Account a member of the Institute of Chartered Accountants of India?
Are staffs polite and considerate to customers?
How do physical facilities, equipments, personnel and communication materials look like? Are the waiters in proper and clean uniform?
How good the organization is at communicating effectively?