Dimensions of service quality Examples of questions Dimension and Definition Stock Brokerage Customers Might ask Reliability: Ability to perform the promised Does the stockbroker follow exact instructions service dependably and accurately to buy or sell? Tangibles: Appearance of physical facilities, Is the monthly report easy to read and equipment, personnel, and understand? communication materials Responsiveness: Willingness to help customers Is my stockbroker willing to answer my and provide prompt service questions Assurance Knowledge and courtesy of Does my broker refrain from acting busy or employees and their ability to being rude when I ask questions? convey trust and confidence Empathy: Caring, individualized Does my broker try to determine what my attention provided customers specific financial objectives are?Dimensions of service quality Examples of questions Dimension and Definition Stock Brokerage Customers Might ask Reliability: Ability to perform the promised Does the stockbroker follow exact instructions service dependably and accurately to buy or sell? Tangibles: Appearance of physical facilities, Is the monthly report easy to read and equipment, personnel, and understand? communication materials Responsiveness: Willingness to help customers Is my stockbroker willing to answer my and provide prompt service questions? Assurance: Knowledge and courtesy of Does my broker refrain from acting busy or employees and their ability to being rude when I ask questions? convey trust and confidence Empathy: Caring, individualized Does my broker try to determine what my attention provided customers specific financial objectives are?