Reliability involves consistency of performance dependability. It means that the firm performs the service right the first time. It also means that the firm honors its promises. Responsiveness concerns the willingness or readiness of employees to provide service. It involves the timeliness of the service.
Competence means possession of the required skills and knowledge to perform the service.
Access involves approachability and ease of contact. Courtesy involves politeness, respect, consideration and friendliness of contact personnel. Communication means keeping customers informed in language they can understand and listening to them. Credibility involves trustworthiness, believability, honesty. It involves having the customer's best interest at heart.