Dimension

Number

Items

Tangibles/A

A1

Modern and comfortable looking

A2

Complete and intelligent equipment

A3

The consistent and recognizable style

A4

All necessary items can be provided during the stay

Reliability/B

B1

The services are reliable and professional

B2

The services can be completed eventually

B3

The services can be completed timely as promised

B4

Spare no effort to help solve the guests’ problem

Responsiveness/C

C1

Interactive equipment and staff provide services actively

C2

Interactive equipment and staff response promptly

C3

Interactive equipment and staff response willingly

C4

Interactive equipment and staff provide the accurate time that performing service

Assurance/D

D1

Interactive equipment and staff instill confidence in guests

D2

Interactive equipment and staff make guests feel safe

D3

Interactive equipment and staff are consistently courteous

D4

Interactive equipment and staff can satisfy customers

Empathy/E

E1

Interactive equipment and staff give guests individual attentions

E2

Interactive equipment and staff proactively follow guests and provide services

E3

Interactive equipment and staff provide services in a caring fashion

E4

Convenient business hours