RATER Model : Education Domain

Dimension Refers to Specific Criteria that customers use

Reliability Your ability to perform the • Timeliness

Delivering on desired service dependably • Consistency/Regularity
promises and accurately • Accuracy
Assurance The knowledge and • Staff competence
Inspiring trust and courtesy of staff; their • Respect for stakeholders
confidence ability to inspire trust • Credibility
and confidence • Probity and confidentiality
• Safety and security
Tangibles The physical representations • Physical facilities
Representing the or images of your service • Equipment
service physically • Technology
• Employees
• Communication materials
Empathy The caring individualized • Access (to staff, services,
Treating customers as attention you provide your information)
individuals Stakeholders • Communication (clear,
appropriate,
• timely)
• Understanding the stakeholder
• Services appropriate for
stakeholders’
• needs
• Individualized attention
Responsiveness Your willingness to help • Willingness to help
Being willing to help customers and to provide • Prompt attention to requests,
prompt questions
Service • Problem resolution
• Complaint handling
• Flexibility

1. Reliability Dimension:
a. Imparting knowledge as per the current scenario and not providing obsolete
information.
b. There must be consistency and regularity in the information which is been
imparted to the students.
c. The information provided to the students must be accurate and not vague in
order to ensure that there is no controversy and discrepancy.
2. Assurance dimension:
a. The teaching staff must be competent enough to satisfy the requirements of the
students so that there is some form of value addition.
b. The staff should also respect the students and entertain their trivial doubts in
order to ensure that the students participate in the discussion in the class and
clarify all their doubts.
c. The staff must be well qualified in their respective subjects in order to build a
level of confidence among the students.

3. Tangibles dimension:
a. The facilities provided by us should be as per the minimum standards as set by
the HRD Ministry in India.
b. Lab facilities must also be up to date as per the latest technology in order to
ensure that there is no obsolete information which is being imparted to the
students.
c. A well developed communication infrastructure must be in place in order to
inform the students about any changes in the schedule of