Christopher Lovelock's book identifies the ten determinants of service quality and offer important advice to managers on ways to improve the quality of the service and customer satisfaction. Reliability is consistency of performance and dependability. The firm should perform the service right the first time and honor any promises they offer to their customers. Responsiveness is the willingness or readiness of the employer to provide the service needed. It involves the time lines of service.
Competence is the possession of the required skills and knowledge to perform the services needed.
The employees must know the capability of the organization to better express thoughts about the service to the consumer. Access is the approachability and ease of contact needed to satisfy the customer. The service needs to be easily accessible by telephone and operation hours of service should be convenient. Courtesy involves the politeness, respect, friendliness, and consideration of contact personnel. Clean and neat appearance is expected of the contact personnel.