Abstract
Understanding customers' perceptions of service quality dimensions is crucial for businesses aiming to deliver exceptional customer experiences. This study presents a comprehensive analysis of various service quality dimensions based on customers' perspectives. Through a systematic review of existing literature and empirical studies, this paper explores the multifaceted nature of service quality and examines the key dimensions that influence customers' perceptions, such as reliability, responsiveness, assurance, empathy, and tangibles. Furthermore, the study investigates the impact of these dimensions on overall customer satisfaction and loyalty. Insights from this analysis can help businesses identify areas for improvement and tailor their service offerings to meet customer expectations effectively.
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