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RATER Model : Education Domain
Dimension Refers to Specific Criteria that customers use
ReliabilityDelivering on promises
Your ability to perform the desired service dependably and accurately
• Timeliness• Consistency/Regularity• Accuracy
AssuranceInspiring trust and confidence
The knowledge and courtesy of staff; their ability to inspire trustand confidence
• Staff competence• Respect for stakeholders• Credibility• Probity and confidentiality• Safety and security
TangiblesRepresenting the service physically
The physical representations or images of your service
• Physical facilities• Equipment• Technology• Employees• Communication materials
EmpathyTreating customers as individuals
The caring individualized attention you provide yourStakeholders
• Access (to staff, services, information)
• Communication (clear, appropriate,
• timely)• Understanding the stakeholder• Services appropriate for
stakeholders’• needs• Individualized attention
ResponsivenessBeing willing to help
Your willingness to help customers and to provide promptService
• Willingness to help• Prompt attention to requests,
questions• Problem resolution• Complaint handling• Flexibility
1. Reliability Dimension:
a. Imparting knowledge as per the current scenario and not providing obsolete
information.
b. There must be consistency and regularity in the information which is been
imparted to the students.
c. The information provided to the students must be accurate and not vague in
order to ensure that there is no controversy and discrepancy.
2. Assurance dimension:
a. The teaching staff must be competent enough to satisfy the requirements of the
students so that there is some form of value addition.
b. The staff should also respect the students and entertain their trivial doubts in
order to ensure that the students participate in the discussion in the class and
clarify all their doubts.
c. The staff must be well qualified in their respective subjects in order to build a
level of confidence among the students.
3. Tangibles dimension:
a. The facilities provided by us should be as per the minimum standards as set by
the HRD Ministry in India.
b. Lab facilities must also be up to date as per the latest technology in order to
ensure that there is no obsolete information which is being imparted to the
students.
c. A well developed communication infrastructure must be in place in order to
inform the students about any changes in the schedule of