Quality of Experience

Quality of Experience (QoE) is a judgment of excellence on the part of the customer. The customer forms their opinion of quality based on the ability of the service to enable them to achieve outcomes they care about. Additionally, the quality of the physical environment within which the service is delivered (interfaces, documentation, etc.) and the quality of the interaction with service provider staff are all involved in the determination of quality.

The 5 Dimensions of Service Quality

It is possible to measure the ability of the customer to accomplish their objectives. All services share certain key dimensions of satisfaction. These dimensions represent both what the customer finds valuable and what the provider must ensure they deliver. The sum of these five dimensions represent a measurable quantifiable indicator of service quality.

The five dimensions of service quality are: reliability, responsiveness, assurance, empathy, and tangibles.

Reliability primarily concerns whether the provider delivers the service. In other words, it's functional utility or what it does. The other four dimensions (responsiveness, assurance, empathy, and tangibles) primarily relate to how the provider delivers a service, or, evaluations of the promises of warranty made by the provider.

Importance of Dimensions

Many studies and real-life applications of this concept have shown that it works, and specifically that it works for e-services. The research behind SERVQUAL and SERVPERF (core frameworks modeled by the platform) have substantiated these dimensions across many industries.

The five dimensions almost always follow an expected order of importance as well. The average importance chosen across all industries was measured to be: 33% [Reliability], 23% [Responsiveness], 19% [Assurance], 15% [Empathy] and 11% [Tangibles].