Responsiveness:Responsiveness refers to the time taken by a service provider to respond to request. Like, LG customer care in India promises response to customer complaints within 24 hours.

Assurance: This dimension of service quality is related to the competence of the service employee. The employees must be competent to gain the trust of customers.

Empathy: Empathy refers to caring attitude that an organization shows toward customer. This dimension of service quality calls for individual attention to customer, so as to make them feel special.

Considering the above dimensions, comparisons are made between actual service performance and expectations of customers. The difference between customers’ expectations and actual delivery (so-called ‘perception’) at the time of service performance is known as service quality gap.Organization conduct survey and exploratory research to study the various service gaps, so as to understand why the gap arises and how it can be reduced. Readers may refer Parasuraman et al.(1985, 1988) paper for further details on Gap Models.