The 5 dimensions of quality can be explained as follows:
RELIABILITY
Reliability under construction would mean if the builder gives timely possession to the buyer’s and fulfills all his commitments.
ASSURANCE
Credibility: This is the trust developed by the builder, the goodwill that he has attained since so many years. E.g. Raheja builders , people know that if they go to Raheja’s they wont be cheated. The trustworthiness is maintained since years.
Security: Strong foundation of building earthing, proper indicators on towers as a safety measure, the building exterior paint to be stain resistant.
Courtesy: Respect your customers and their suggestions. Be friendly and understand their complains.
Competence: the personnel have to be knowledgeable in their concerned fields so that any issue raised on them will sort out as soon as possible.
TANGIBILITY
In construction, major quality dimension is the tangibility. Facilities provided are the tangible factors such as e.g. a builder shows a furnished flat he gives good fittings & fixtures, furniture, aqua-guard, intercom facility, elevators, etc. the most important tangible factor is the locality of the building.
EMPATHY
Access: The customer should be able to easily access any information regarding our product. The ways to access can be the site office present at the site itself, websites, some organizations also have the facility of call centers, etc.
Communication: Listening to the customer’s needs and communicating in an easy language.
Understanding: To understand their needs and make changes according to their necessity.
RESPONSIVENESS
Willingness to provide prompt service. There are people appointed in large organizations for handling queries of the customer.
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