• Responsiveness is the awareness, desire, and ability to act quickly in helping and providing timely services to the guests.
• Assurance is the knowledge, ability, and confidence of the employees in providing care and hospitality to the customers so that they feel welcome.
• Empathy is the ability to give individual attention, which means there is a sense of willingness to approach, provide protection, and effort to understand what the customers wants and needs so that they feel at home.
• Tangible is something that is visible, such as the appearance of employees, physical facilities such as equipments and supplies that support the implementation of service tasks.
