What do tangibles in service quality refer to?

Tangibles in service quality refer specifically to the physical aspects of a service that customers can actually see and evaluate. This includes the condition and cleanliness of the premises, the appearance of the employees, the equipment, and the materials associated with providing the service. In the context of community pharmacy, tangibles might encompass the pharmacy’s layout, the presence of clear signage, the organization of products, and the availability of technology such as prescription filling machines.

The focus on tangibles highlights that customers often assess the quality of a service based on these visible cues, which can significantly influence their perceptions and satisfaction. In contrast, the other options relate to various aspects of service quality, such as overall satisfaction, the scope of services provided, and the interpersonal skills of the staff, but they do not pertain specifically to tangible elements that are observable and measurable.