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Service quality refers to the degree to which a service meets or exceeds customer expectations. It is an important aspect of customer satisfaction and a key driver of customer loyalty and repeat business. Service quality is a multi-dimensional concept that encompasses various aspects of the customer experience, including tangibles, reliability, responsiveness, assurance, and empathy.

Tangibles refer to the physical appearance and presentation of the service, including the appearance of facilities, equipment, and staff. Customers often form initial impressions based on tangibles, and these impressions can influence their overall perceptions of the service quality.

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