Extrapolating traditional SQ dimensions in the telecom service context
| Traditional* | Analogous dimension in the context of telecom service |
|---|---|
| Responsiveness, willingness to help customers and provide prompt services | Customer service (customer problems and answering inquiries) |
| Technical support | |
| Service performance | |
| Processing speed (interactive, prompt response to customer requests and queries) | |
| Access (availability of alternative communication channels) | |
| Empathy, caring and individualized attention a firm provides its customers | Understanding the customer |
| Interactive fairness | |
| Sensation (e.g. human touch instead of automated responses) | |
| Communication (through the helpline, mobile application, chat room, e-mail, frequently asked questions, bulletin board, etc.) | |
| Personalization (e.g. multiple-language options) | |
| Assurance, knowledge and courtesy of employees and their ability to inspire trust and confidence | Security (e.g. online transaction) |
| Credibility, i.e. believability, trustworthiness and honesty of the service provider | |
| Confidence and trust in the service provider | |
| Privacy (e.g. sensitive information) |
| Traditional* | Analogous dimension in the context of telecom service |
|---|---|
| Customer service (customer problems and answering inquiries) | |
| Technical support | |
| Service performance | |
| Processing speed (interactive, prompt response to customer requests and queries) | |
| Access (availability of alternative communication channels) | |
| Understanding the customer | |
| Interactive fairness | |
| Sensation (e.g. human touch instead of automated responses) | |
| Communication (through the helpline, mobile application, chat room, e-mail, frequently asked questions, bulletin board, etc.) | |
| Personalization (e.g. multiple-language options) | |
| Security (e.g. online transaction) | |
| Credibility, i.e. believability, trustworthiness and honesty of the service provider | |
| Confidence and trust in the service provider | |
| Privacy (e.g. sensitive information) |
Source(s): Adapted from Kalia (2017), *given by Parasuraman et al. (1988).
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