Certification & Legal

Service Quality Indexing Certification (SQIC)

The Service Quality Indexing (SQI) content is protected under copyright law. This protection includes, but is not limited to, the textual, graphical, and structural elements of the SQI web application. Unauthorized reproduction, distribution, or modification of this content is prohibited without prior written consent from the copyright holder.

  • Usage Restrictions: Users are granted limited rights to use the SQI content for their organizational purposes. Commercial use or sharing of the content with third parties without authorization.
  • Protection Measures: The content is protected by copyright laws, which include measures to prevent unauthorized access, copying, and distribution.
  • Permission: For permissions beyond the granted usage rights, users must contact the copyright owner to seek explicit consent.

The Service Quality Indexing (SQI) application is designed to provide a comprehensive evaluation of service quality through nine globally recognized dimensions. These dimensions provide a detailed assessment to help organizations identify their strengths and areas for service improvement. Below is a brief description of each dimension. These dimensions collectively offer a comprehensive view of service quality, enabling organizations to enhance their service delivery and customer satisfaction systematically. 

RELIABILITY

Measures the ability to perform the promised service dependably and accurately. It assesses consistency and accuracy in service delivery.

RESPONSIVENESS

Evaluates the willingness and readiness of employees to help customers and provide prompt service. It focuses on timely assistance and problem resolution.

ASSURANCE

Assesses the knowledge and courtesy of employees and their ability to inspire trust and confidence. It includes the competence and professionalism of service staff.

EMPATHY

Measures the provision of caring and individualized attention to customers. It evaluates how well the service provider understands and addresses customer needs.

TANGIBLES

Evaluates the physical facilities, equipment, and appearance of personnel. It includes the cleanliness, design, and functionality of the service environment.

SYSTEMIZATION OF SERVICE DELIVERY

Assesses the efficiency and organization of service processes. It examines the consistency and reliability of systems in place to deliver services.

COMMUNICATION

Measures the effectiveness of communication between the service provider and customers. It includes clarity, accuracy, and timeliness of information provided.

ACCESS

Evaluates the ease with which customers can reach and use the services. It includes factors such as location, operating hours, and availability of support.

SECURITY

Assesses the degree to which the service provider ensures the safety and security of customers and their information. It includes measures to protect against fraud, data breaches, and physical harm.

  • Copyright Number: L-16693
  • Copyright Owner: Professor Dr. Md. Tareque Aziz
  • Issuing Authority: The Register of Copyright, Bangladesh Copyright Office.
  • Date of Issuance: 11 December, 2018