Tangibles: Physical facilities, equipment, personnel and materials.

Reliability: Ability to perform promised service dependably and accurately.

Responsiveness: Willingness to help and provide prompt service.

Competence: Possession of required skill and knowledge to perform service.

Courtesy: Politeness, respect, consideration, and friendliness of contact personnel.

Credibility: Trustworthiness, believability, honesty of the service provider.

Feel Secure: Freedom from danger, risk or doubt.

Access: Approachable and easy of contact.

Communication: Listens to the customers and acknowledges their comments. Keeps customers informed.

Understanding the Customer: Making the effort to know customers and their needs.