This study is anchored on the theory of Berry

This study is anchored on the theory of Berry, 2002 who pointed out that service quality dimensions used by the customers when evaluating service quality named SERVQUAL. In other words, clients will hand over the keys to their loyalty by getting this right through Tangibles, Reliability, Responsiveness, Assurance, and Empathy. Since they’ll have received service excellence as per what important to them.
Shown in Figure 1 the independent variable is Service Quality Dimensions with the indicators of Tangibles refers to communication materials, equipment, personnel and the appearance of physical facilities. Second Reliability refers to the ability to perform the promise service dependably and accurately. Followed by Responsiveness refers to the willingness to help customers and provide prompt service. Then Assurance which refers to the knowledge and courtesy of employees and their ability to convey trust and confidence. And Empathy refers to caring, individualized attention the firm provides its customers