RATER Dimension…

www.focus-bc.com  

Business people, especially those in the service sector, have always kept this question in mind, how to reach and fulfill customers’ expectations? As many believe, service quality is the most important thing to be focused on, and this is normally the answer to the question. Service quality according to businessdictionary.com can be defined as an assessment on how well a delivered service conforms to client expectations. More, service business operators often assess the service quality provided to their customers in order to improve their service, to quickly identify problems and to better assess client satisfaction.

Business people’s focus is truly on how to satisfy their customers, and in the continuation towards it, to satisfy the goal of the company itself. A dimension with the acronym of RATER is one dimension that can be used as a tool to reach the customer’s satisfaction. It includes Responsiveness, Assurance, Tangibles, Empathy and the most important part, Reliability.

In its brief explanation, RATER Dimension can be narrated as follows:

- Reliability: The ability to provide a service in accordance to its promise accuracy.

- Assurance: The knowledge and mannerism that each employee has, especially in convincing and inspiring their customers.

-Tangible: Physical look, tools and materials that can be measured.

- Empathy: The ability of an individual in showing attention to the customers, towards their needs also wants.

- Responsiveness: The will to help their customers in providing a quick service.

For more details on Consumer Behavior, please contact:

KIRTI PARKASH

+62 21 8378 3288

kirti.parkash@frontlinerinc.com