SERVQUAL Dimensions Research Articles

Proposed enhanced gap analysis model for information systems sector (ISSERVQUAL)

Orientation: Gap analysis in the information system (IS) sector is difficult to assess.Research purpose: A gap analysis model based on SERVQUAL is proposed to assess the gaps in IS services.Motivation for the study: During coronavirus disease 2019 (COVID-19), there has been an extensive use of distant learning and virtual meeting applications. Yet, there is no well-documented way to evaluate the IS service provided.Research design, approach and method: The proposed model adds a performance dimension covering the main characteristics of IS services. The model is tested on the internet service providers in Egypt as a case study. A questionnaire for the proposed model is developed, validated and distributed.Main findings: The questionnaire is statistically analysed to find whether there is statistical difference between the expectation and the perception for each factor. Then the data are tested to find whether the gender of the respondents, internet service provider and the status of whether the respondent pays for the service themself have a significant effect on the gap scores or not. Finally, an ordinal regression fit is introduced to estimate the overall satisfaction of the customers based on their gap score.Practical/managerial implications: Despite SERVQUAL being an adequate tool to analyse the gaps for different services, it needs some adaptation to fit different services. One important drawback of SERVQUAL analysis for the IS sector is that the dimensions of SERVQUAL do not fully cover the customer expectations in the IS sector.Contribution/value-add: This paper attempts to fill this gap in the literature by introducing the ‘ISSERVQUAL’ model.

Investigating quality service and student satisfaction: evidence from College of Business & Economics, University of Gondar, Ethiopia

Providing quality service is the major concern of many public organizations. However, the way to provide immediate service (responsiveness), the capacity to deliver on promises of accurate and consistent service (reliability), the degree of trust and confidence of students in the service provided by the college (assurance), the physical appearances of the service that the college offers (tangibility) and understanding the needs of students in the college are not as such potential. Thus, the study aims to investigate the effect of a quality service system on student satisfaction in Business and Economics College, University of Gondar. An explanatory research design with a quantitative research approach was employed to address the specified objectives. The population of the study was 6323 and out of these, 376 samples were drawn through stratified random sampling technique. Of 376 self-administer questionnaires, 263 were valuable for this analysis. One of the objectives of the study was to understand the dominant service quality dimension. The finding of the mean score of SERVQUAL dimensions portrays that students are less satisfied with dimension responsiveness (M = 2.31), which implies that the way students get an immediate response for their need showed very low followed by dimension empathy (M = 2.63) i.e., the willingness of staff to support or help students, spontaneous care and concern of staff to student’s needs, is lower, whereas with tangibles, assurance, and reliability are better. The PLS-SEM analysis result confirmed that tangibility and assurance has a significant effect but other service quality dimensions are not.

A Quality Gap Analysis of Educational Services among Iranian Medical Students Using the SERVQUAL Method

Introduction The quality gap in educational services among the students of Shahroud University of Medical Sciences in the year 2023 was evaluated using the SERVQUAL method. Methods In this cross-sectional study, 334 participants were selected through a multi-stage random sampling method, and 316 responded to the standard SERVQUAL questionnaire. Results The majority, 181 students [57.3%], had a strong interest in their field of study. The mean scores for the current status [perceptions] and the optimal status [expectations] of educational service quality were 3.27±0.66 and 4.41±0.63, respectively. There was a significant difference between the current and optimal status across all SERVQUAL dimensions. The largest gaps were in the dimensions of Responsiveness, Empathy, and Tangibles, followed by Assurance and Reliability. The comparison of mean scores for the educational service quality gap across variables, such as gender, academic semester, and interest in the field of study, indicated significant differences among these groups. Conclusion By assessing the status of educational services from the student's perspective, this study aims to provide valuable information to policymakers and university senior management to enhance the educational service system. Educational and incentive strategies, along with careful monitoring and planning according to different dimensions of service quality, can be effective in improving the system.

Which has a greater impact on brand satisfaction, human service or robot service as a waiter/waitress in the restaurant industry?

ABSTRACT This study was designed to identify how SERVQUAL forms brand relationship quality and brand loyalty with the moderating role of the type of service employees, such as robots and humans. The study collected data from 286 people who used restaurants where robots provide the services and from 300 people who used restaurants where people provide the services. In order to test the proposed hypotheses, this study employed structural equation modelling based on the AMOS program. The data analysis revealed that four of the five dimensions of SERVQUAL, which include tangibles, reliability, assurance, and empathy, help to enhance brand satisfaction. In addition, brand satisfaction has a positive influence on brand trust, brand commitment, and brand loyalty. The moderating role of the type of service employee in the relationship between utilitarian value and brand authenticity was identified.

Uncovering airline service quality dimensions from passengers' online reviews: A text mining approach to validate and extend Servqual

This study investigates airline service quality dimensions by employing text-mining techniques to analyse passengers' emotional responses and experiences with airlines as reflected in their online reviews. The study aims to identify the relationship between these and SERVQUAL dimensions to confirm its reliability in the airline industry and reveal new and promising dimensions of airline service quality. The study contributes to academia by enriching literature on airline service quality and text mining applications, identifying areas for enhancement, and suggesting strategic directions for continuous improvement to practitioners based on passengers' quality perceptions of airline service experiences. With a large dataset from 100 airlines obtained from Skytrax, the study offers a deeper understanding of airline service quality. It encourages using big data and text-mining techniques to explore consumer preferences. The study's findings challenge traditional models and bring out new, context-specific service quality characteristics to provide a greater understanding of passenger experiences. These give the airlines insightful guidance on improving service offerings and fulfilling customer expectations, eventually improving customer satisfaction, loyalty, and competitive positioning.

Model Kano and Servqual in QFD (Quality Function Deployment) Integration to Improve AHASS Customer Satisfaction

The main actor of the service industry is service performance provided by the company to consumers. Service quality is a relevant concept to be applied and developed in the field of after-sales service in the automotive industry. This research integrates Servqual and Kano models into QFD. Servqual is used to determine the gap between consumer perceptions and expectations using 7 servqual dimensions. Kano's model for classifying consumer retention, QFD, and a link between consumer needs and the service design process requires a HoQ matrix consisting of six elements. Strengthen the determination of technical requirements elements; structured tools are used to find the problem root (gap), namely, the fishbone. The reason for integration is the goal of Servqual is to determine the gap so that the improvement process is only based on the gap value, while the Kano model method is only able to classify VoC based on 5 dimensions but is not yet able to assess performance attributes, so it is integrated into QFD because it can unite consumer desires with the company. This research was conducted at AHASS. The highest negative gap is the availability of brochures and information of -0.89, so the improvement step is to provide updated information boards and socialize brompit application. The HoQ matrix concludes that the technical response with the highest priority, 10.59%, is carrying out periodic performance evaluations. Highest goal of 4.97 is B04, B05, and B06. The highest improvement ratio was 1.22 (availability of brochures or information). Meanwhile, the obtained CSP of 4.66 is E01 and adjust importance score of 15.2 is C04.

Community-based COVID-19 vaccination services improve user satisfaction: findings from a large household survey in Bali Province, Indonesia.

Background Understanding community preferences for vaccination services is crucial for improving coverage and satisfaction. There are three main approaches for COVID-19 vaccination in Indonesia: health facility-based, community-based, and outreach approaches. This study aims to assess how the vaccination approaches impact user satisfaction levels. Methods This study was part of a large household survey involving 12,120 respondents across nine districts in Bali Province. The study population comprised all residents aged ≥12years who had received at least one dose of COVID-19 vaccination. Samples were selected through three stages of systematic random sampling. Data were collected through interviews using structured questionnaires, which included socio-demographic characteristics, vaccination services, and satisfaction levels. Analysis was performed using Chi Square test and logistic regression, with the entire process incorporating weighting factors. Results A total of 12,120 respondents reported receiving their first dose of COVID-19 vaccination. The satisfaction level among vaccine recipients (partial, complete, and booster doses) was high (84.31%). Satisfaction within each SERVQUAL dimension was highest in tangibles (96.10%), followed by responsiveness (93.25%), empathy (92.48%), assurance (92.35%), and reliability (92.32%). There was no significant difference in the overall SERVQUAL score between the health facility and community-based approaches. However, the latter slightly improved user satisfaction across three dimensions: tangibles (adjusted odds ratio, AOR=1.52, 95% confidence interval (CI)=1.21-1.90), reliability (AOR=1.67, 95%CI=1.42-1.96), and assurance (AOR=1.26, 95%CI=1.07-1.48). Conclusion During the pandemic, both health facility and community-based approaches resulted in a high satisfaction level. It is recommended that the government prioritise and optimise community-based programs and health facility-based delivery in future vaccination initiatives, especially during public health emergencies.

Analysis of the Importance Performance Method on the Quality of Outpatient Pharmacy Services at Guntur Hospital, Garut, West Java - Indonesia

Guntur Hospital is a hospital that provides health services and also provides pharmaceutical services. According to Minister of Health Regulation Number 72 of 2016 concerning functions and duties, hospitals must be able to provide quality services. This study aims to determine the level of patient satisfaction with the pharmaceutical services of Guntur Hospital using the five main dimensions of SERVQUAL. Then it is analyzed using importance performance analysis (IPA) to find out items that need to be prioritized for improvement by making a Cartesian diagram and providing recommendations for improving service quality. This research was conducted for 3 months by conducting interviews, observations and questionnaires on outpatients at Guntur Hospital. The research method uses quantitative research with a descriptive approach. Researchers used data collection techniques by observation, interviews, distributing questionnaires and documentation. From the results and discussion, it can be concluded that: The level of customer satisfaction with the quality of services provided at the Guntur Hospital outpatient pharmacy installation, in the dimensions of tangibles, reliability, assurance and empathy, patients stated that they were satisfied with the quality of services provided. Meanwhile, in responsiveness, patients stated that they were not satisfied with the quality of services provided. Then the gap in the quality of pharmaceutical services shows a negative gap value, which means that the expectations of patients in the outpatient pharmacy installation as a whole do not match the patient's perception.

The Impact of SERVQUAL on Consumers’ Satisfaction, Loyalty, and Intention to Use Online Food Delivery Services

Over the past five years, customer visits to restaurants have stagnated, while online deliveries have grown significantly. Many restaurants have adapted by adopting third-party food delivery services. However, online food delivery services (OFDSs) are underrepresented in the current retail literature. This study aims to address this gap by assessing the impact of service quality on consumers’ satisfaction, loyalty, and intention to use food delivery services. Specifically, we investigated whether customers were more loyal to restaurants or online food delivery services (OFDSs). We recruited 475 respondents who had used online food delivery services. This study analyzed the data using partial least squares (PLS) modeling. Our findings showed that responsiveness did not influence either loyalty or satisfaction. This suggests that marketers and practitioners should focus on the other four SERVQUAL dimensions (tangibles, reliability, assurance, and empathy) to increase consumer loyalty and satisfaction, which can then lead to increased intention to reuse the service (repeat patronage). Our research yields valuable insights for marketers deploying the SERVQUAL dimensions in the context of online food delivery services. This paper makes several theoretical and managerial contributions to the literature on these issues. It provides key insights for marketers regarding the deployment of the SERVQUAL dimensions (tangibles, reliability, responsiveness, assurance, and empathy) as part of an online food-delivery service.

An Empirical Study of Student Satisfaction at Selected Private Universities in Bangladesh

Satisfying students in higher education has proven to be a difficult task, although universities are striving to meet student needs and expectations. Private universities are trying to become more student-oriented and are seeking to understand students’ perceptions of higher education facilities. This research was designed to measure the gap between students’ expectations and perceptions of various aspects of private universities in Bangladesh. It uses a SERVQUAL framework and the Gaps Model of Service Quality. The population of students at private universities in Bangladesh is represented by a sample of 412 respondents from five top-tier private universities. Findings indicate that the overall service quality of private universities fails to meet student expectations. Students’ perceptions are lower than their expectations in every aspect. Students expect more for acceptance of their degree, availability of on-campus jobs, maintenance of a proper study environment, and provision of prompt advising, counseling, and assistance to solve problems. The most expected SERVQUAL dimensions are assurance and empathy, while the dimension most perceived is assurance. The biggest gaps between expectation and perception lie in the dimensions of responsiveness and empathy. The article offers useful information by which to understand students’ expectations, perceptions, and the gaps between them, which has several implications for university and government authorities.

Study of factors affecting customer patronage: engagement model of health insurance

PurposeImproving health outcomes requires a robust health-care service model that delivers cost-efficient services and increase customer patronage. The purpose of this study is to examine how service quality and convenience influence perceived value, satisfaction and customer patronage of health insurance policyholders. Based on contemporary research, this study further investigates the moderating role of trust, inertia, insurer type and word-of-mouth (WOM) on relationship between satisfaction and customer patronage.Design/methodology/approachThis study conceptualized the dimensions of SERVQUAL and SERVCON as drivers of perceived value leading to satisfaction and finally customer patronage in presence of four moderators. To test the hypotheses, data from 500 consumers who had a running health insurance policy was collected and analyzed using partial least square path modeling.FindingsThe results of this study showed service quality and convenience dimensions significantly affected perceived value. Perceived value strongly influenced satisfaction and customer patronage intentions. Satisfaction had a significant positive effect on patronage. WOM and trust moderated the satisfaction–patronage relationship for recommendation intention but not repurchase intention. The moderators had an indirect bearing on customer patronage.Social implicationsSuch an engagement ecosystem can be considered to be a revolution, as it will change the way businesses are conducted and how stakeholders interact with one another.Originality/valueThis study adapts and integrates the SERVQUAL and SERVCON models to health insurance domain. Second, this study conceptualizes a modified view of post-benefit convenience relevant for health insurance as policy renewal intention rather than returns/exchanges. This addresses a gap in the SERVCON scale's applicability to insurance services. This study also makes a novel attempt of examining implication of WOM and trust in health insurance domain.

Service Quality Dynamics: A Study on Indian Hotel Industry

The significance of assessing service quality for business performance has been acknowledged in various service marketing studies due to its direct influence on customer satisfaction and its indirect implications for customer loyalty. Despite the recognition of service quality and its measurement, very few studies have empirically examined the precursors and consequences of service quality after Covid-19 pandemic which has had a colossal structural impact on the world and from Indian context. In this study we gauge the antecedents and consequences of service quality pre and post the Covid-19 pandemic. The present study endeavors to ascertain whether all the dimensions of SERVQUAL carry equal weight in terms of their impact on overall service quality before and after the pandemic. Additionally, the study intends to evaluate whether the ranking of the SERVQUAL dimensions remains consistent before and after the pandemic. The study further empirically determines whether there exists a disparity in the total service quality score between the pre-Covid and post-Covid periods. The empirical findings suggest that all service quality dimensions are not of equal importance and exhibit a significant difference in their impact on the total service quality score during the post-Covid period. Consequently, in the study we conclude that ranking of five dimensions remains consistent in terms of their effect on the total service quality score during pre- and post-Covid periods.

A Study on Perceived Service Quality of Customers in Commercial Bank

In the present scenario, "Customer is the king" and the participation and satisfaction of customers plays a vital role in the banking sector. Customer's expectation, customer satisfaction and service quality are interrelated. In order to meet the customer's expectation and to satisfy the customers, banks will have to improve their service provided to the customers. In the light of the present study bails at evaluating the level of service quality is in commercial Banks in Thrissur district. The study also attempts to ascertain the dimensions of service quality in Banks. Service quality measure is based on modified version of SERVQUAL as proposed by Parasuraman et al. (1988), which involve five dimensions of Service quality, namely Reliability, Responsiveness, Empathy, Assurance, and Tangibles.With respect to customer services there are notable perceived differences. Hence this study on customer service quality of commercial banks looks for bringing out the differences between perceptions of customers of these banks. This study is descriptive and analytical in nature. The collected data is analyzed by obtaining the mean scores of the various servqual dimensions both for expectations and perceptions. Such mean scores are compared with each other to find the gaps between expectations and perceptions. The service quality gaps of customers of various types of banks are compared.Further these gaps are cross tabulated with the profile of consumers. The research proves that empathy and responsiveness plays the most important role followed by tangibility, assurance, and finally the bank reliability. The present study reveals that Reliability and Tangibility as dimensions of service quality provides its main influence to the customers. The customers also feel that bank to be reliable and dependable. But both the parameters Reliability and Empathy show a lower level of satisfaction to customers..

CIRMQUAL: a conceptual framework of healthcare service quality

PurposeThe scope of this study is to explore and summarize the pool of dimensions, models and measurement techniques of service quality used in healthcare services and to propose a comprehensive conceptual model for practitioners and researchers.Design/methodology/approachThis research employs a comprehensive review of available literature by using multiple keywords on different electronic repositories using the recommendations of the PRISMA approach for the selection of articles. A critical analysis of available studies helped in compiling a list of core service quality dimensions in healthcare services.FindingsThis paper presents a comprehensive account of different dimensions and their measurement items used by various researchers to assess service quality in healthcare systems. Most of the researchers have used SERVQUAL model either in its original or modified form while the others have proposed and used totally different dimensions to assess the service quality in healthcare. Many dimensions are just an existing dimension of SERVQUAL that has undergone a name change while others are completely new. The dimensions used by many researchers have items drawn from more than one dimension of SERVQUAL model. The availability of so many dimensions and models adds to the confusion that researchers and practicing managers experience when determining the appropriate model to be used in their work. To mitigate this confusion, there is a need to develop a comprehensive model; the current work is an attempt to meet this need. Through our analysis, we identify four major service quality dimensions: clinical quality, infrastructural quality, relationship and managerial quality and propose a model named CIRMQUAL.Originality/valueAfter exploring all available models in the domain of healthcare, this research presents the best possible areas to enhance the quality of healthcare services. It also enhances the research insights for academicians and working professionals by developing and proposing a comprehensive model for measuring healthcare service quality. The proposed model covers almost all of the service quality dimensions used by other researchers and will make the choice of dimensions/model easy for the future researchers/practitioners interested in measuring and improving the quality of services offered by their healthcare units. Such a comprehensive model has not been developed by any researcher thus far.

Nurses’ Caring Behavior, Parental Anxiety and Satisfaction in Pediatric Inpatient War

Caring behavior should consistently be applied by nurses in all care settings, including pediatric inpatient wards.Children undergoing hospitalization will experience traumatic and highly stressful events, this condition can lead to anxiety in parents. Caring can reduce anxiety for both the child and parents. Furthermore, if nurses implement caring optimally, patients will feel satisfied, leading to an improvement in the quality of nursing services. This research aims to identify the relationship between nurses' caring behavior and parental satisfaction and anxiety in pediatric inpatient wards. The research design utilizes descriptive correlational with a cross-sectional approach involving 97 parents sampled through quota sampling. The instrument for measuring caring behavior uses the Caring Assessment Tools (CAT), a satisfaction questionnaire containing five SERVQUAL dimensions, and a parental anxiety questionnaire using the Zung Self-Rating Anxiety Scale. Sprearman rank was used as data analysis. The research results indicate that almost all respondents (90.7%) do not feel anxious, the majority of respondents (75.3%) are highly satisfied with the service, and most of respondentds (62.9%) assess nurses' caring behavior as adequate. Spearman-ranks test results show a significant relationship between anxiety and satisfaction with nurses' caring behavior (p=0.036 & p=0.001). These findings suggest that the better the nurses' caring behavior, the lower the level of parental anxiety, and the higher the patient satisfaction in the pediatric inpatient ward. Nurses need to undergo training and develop caring attitudes and behaviors in delivering nursing services.

Analysis of Community Satisfaction in Using Trans Banjarbakula Bus Transportation

Trans Banjarbakula bus, this research aimed to find out how is the representation of community satisfaction in using trans Banjarbakula bus transportation in South Kalimantan Province. Methodology used in this research is descriptive quantitative. Data collection technique used in this research are observation, questionnaire and documentation with 100 passengers of trans Banjarbakula bus as respondents. Analysis of passenger’ satisfactions in Gambut Barakat Terminal bring in customer satisfaction index (CSI), overall dimensions servqual is about 90.28% which mean the passengers are satistified. Result of this research shows the CSI value based on 5 dimensions which are reliability 90,75%, responsiveness 88,50%, guarantee 90,20%, empathy 90,05%, and physical evidence 91,90%. Physical evidence (tangible) is servqual dimension occupied the first rank in terms of its’ influence on passenger satisfactions

Impact of NABH Accreditation on Service Quality of Hospitals in Bengaluru and Tumakuru City

Maintaining quality in service is the central magnetism of the organizational ethos that fulfill the customer’s expectation and ensure the maximum level of satisfaction. The concept is more relevant in the hospital services. Enhancing the quality of care is not only the basic need for the hospitals but has become an important element to survive in the market. The motive of the research study was to understand the importance of maintaining service quality in hospital that can satisfy the customers’ expectation and build a goodwill for the long run survival. The research was conducted based on the primary and secondary sources of data that designated the inclusive representation of the principal motive. In the present research study, both descriptive and exploratory research design were implemented and the data were collected from the selected stakeholders of NABH accredited hospitals in Bengaluru and Tumakuru. Six chapters for NABH standards five dimensions of SERVQUAL by A. Parasuraman was considered for the research. The independent and dependent variables were identified and multiple regression analysis was executed for data analysis using SPSS software. Correlation was done in order to examine the extent of influence of independent variable on dependent variable with confidence level of 95%. The principal outcome of the research indicates that hospitals with NABH accreditation, maintain the service quality parameters and ensure the better healthcare services to the patients.

Financial performance and service quality of Saudi Arabia banks: An analytical approach

Service quality plays an important role in the enhancement of the satisfaction level of customers or consumers and the financial performance of business organizations. Customers expect excellence in service quality and the gap between the expectations and availability of the services determines the level of the service quality of the business organizations. The primary objective of the study is to measure the service quality of Saudi Arabian banks. An online questionnaire containing SERVQUAL dimensions was administered, and responses were analyzed by applying the F test two sample variances, and rank correlation. Financial information extracted from the selected Saudi Arabian banks for the period 2018 to 2022 and ROA (return on assets) and ROE (return on equity) were calculated to get the financial performance. The combined study of rank analysis of financial variables and SERQUAL variables indicates that financial performance is positively and moderately governed by the Tangibility, Assurance, and Empathy dimensions of service. Overall, the expectations of the bank clients are higher than the availability of services in Saudi Arabian banks. There is a need to improve the Reliability and Responsiveness to enhance the level of service quality in Saudi Arabian banks.

Service quality and customer satisfaction analysis among motorcycle taxi transportation in the Philippines through SERVQUAL dimensions and social exchange theory

With the rise of different transportation modalities worldwide, companies have gained the ability to consider different aspects of moving or delivering. Motorcycle taxis or MTHS have been widely available but has little literatures available when it comes to their services. This research employed Structural Equation Modelling to examine the service quality and customer satisfaction of MTHS in the Philippines. An integrated Social Exchange Theory (SET) and SERVQUAL 5 dimensions were employed with 1037 valid respondents and the causal analysis showed how trust on service quality was the most influential factor affecting customer satisfaction after service quality on customer satisfaction. Economic benefit, traffic management, and accessibility were deemed significant under SET, while tangibles, empathy, reliability, and assurance were significant under the SERVQUAL domains. It was indicating that MTHS in the Philippines as a whole, provides good service, provides excellent value for money, and have less concerns compared to other public transportation aside from safety concerns. In addition, it was indicated from the findings that drivers of MTHS have good manners, well trained, and that the transportation service can get them to designated places. Assessing consumer satisfaction may improve the overall business and country transportation through economic impact by the increase in customer satisfaction and continuous utilization. The output of this study can be therefore applied and even extended among transportation services worldwide.

Effects of Parcel Delivery Service on Customer Satisfaction in the Saudi Arabian Logistics Industry: Does the National Culture Make a Difference?

Background: The logistics industry is keen to meet customer expectations, which in turn supports trade by enhancing business competitiveness and promoting economic development. Logistics companies realized that fulfillment of customer needs has a significant effect on their business survival, their sales and ultimately their profits. This research analyzes the variables that influence customer satisfaction with parcel delivery services in the Kingdom of Saudi Arabia (KSA), particularly the SERVQUAL dimensions: tangibility, reliability, responsiveness, assurance, and empathy. The research also examined whether national culture affects customer perceptions of parcel delivery services in KSA or not. Methods: The research collected data using a self-administered survey, which was directed at a sample of customers in the KSA, who had recent experience with parcel delivery services. Results: The results of statistical analysis showed that the best predicators of customer satisfaction are reliability, followed by the dimensions of empathy, then tangibility and finally responsiveness. In addition, the results showed significant differences in customers’ overall satisfaction between Saudis and non-Saudis. Saudis were more satisfied with the service than non-Saudis were. Conclusions: This research showed the key role of national culture in perceiving parcel delivery service quality in KSA. The findings provide important messages to the administrators of the logistics services in KSA, which have become crucial for the Saudi Vision 2030. They need to customize their service according to customer needs and provide regular training for their staff to be supportive, reliable and have the credibility to deliver services as promised.