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.