Assurance
Assurance is a dimension of service quality that refers to the knowledge and courtesy of employees and their ability to inspire trust and confidence.
Definition
According to Managing Quality by Foster (6th edition),
- Assurance. A dimension of service quality that refers to the knowledge and courtesy of employees and their ability to inspire trust and confidence.
According to Managerial Accounting by Braun, Tietz (5th edition),
- Assurance. An independent party's external validation of management's assertions.