Evaluation of the Service Quality of BIM

Service Quality Score Factors

Numeric Score

Poor
1

Fair
2

Average
3

Good
4

Excellent
5

Reliability
Providing service as promised
Depe da ility i ha dli g usto e s se vi e p o le s
Performing services right the first time
Providing services at the promised time
Maintaining error-free records

4
3
4
3
5

RESPONSIVENESS
Keeping customers informed as to when services will be performed
Prompt service to customers
Willingness to help customers
Readi ess to espo d to usto e s e uests

5
4
3
4

ASSURANCE
Employees who instill confidence in customers
Making customers feel safe in their transactions
Employees who are consistently courteous
Employees who have the knowledge to answer customer questions

5
5
4
4

EMPATHY
Giving customers individual attention
Employees who deal with customers in a caring fashion
Havi g the usto e s est i te est at hea t
Employees who understand the needs of their customers
Convenient business hours

4
4
4
4
3

TANGIBLES
Modern equipment
Visually appealing facilities
Employees who have a neat, professional appearance
Visually appealing materials associated with the service
Total Point=85
Total Factors=19
Average Point=81/19=4.47

4
4
4
4