1. Tangibles:

This includes the appearance of equipment and personnel, as well as communication materials and channels. For example, a washing machine’s size, dimensions, color, weight, and shape.

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2- الوثوق:

The ability to keep promises and deliver the requested services dependably. For example, does it wash clothes to the promised quality?

Does it dry them just as quickly and effectively? Is it economical in its use of water and electricity?

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3- الاستجابة:

The willingness to help customers and provide services as soon as they request them. For example, if I want to buy a washing machine, can I get it right away, or will I have to wait?

for it to be brought from the warehouse

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4- الكفاءة:

Having the ability and skills needed to provide the services customers request. For example, has the washing machine salesperson been in the job for a long time and gained experience in

choosing the best brands

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5- اللياقة:

Having tact, courtesy, and a pleasant manner. For example, when you were with the salesperson, they listened to what you wanted and responded kindly.

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6- المصداقية:

Having complete confidence in and reliance on the service provider, and placing yourself in their hands. For example, you trust the salesperson not to mislead you about the washing machine, its price, or what they tell you.

It’s genuine, so you won’t need to verify it with another source.

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7- الأمان:

This means there are no risks or uncertainties associated with the service. For example, if you buy the washing machine from this seller, another seller won’t threaten you or

get upset with you for not buying from them.

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8- الإتاحة:

Being able to easily reach and contact the service provider when needed. For example, you should be able to reach the seller’s store or phone number if you need anything from them.

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9- الاتصال:

Giving customers all the details in clear, easy-to-understand language. For example, the seller could explain the washing machine’s specifications in a way that’s easy for you to understand. Instead of saying it uses

200 candles’ worth of energy per hour, the seller could say that it uses as much electricity as a regular light bulb.

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10 – التفهم:

Making an effort to understand customers’ wants, needs, and requests. For example, when you asked the salesperson to recommend a washing machine that would meet your needs, did they offer you

more than that to make a bigger profit from you, or did they simply guide you to the product that met your needs?