List, and discuss the three elements of the dependability dimension of customer service

Dependability refers to the reliability of the service encounter and consists of three elements, namely, consistent order cycles, safe delivery, and complete delivery. Dependability is just as important as an excellent first-hand impression because every customer wants to know if their supplier is reliable and fulfill the set requirements with satisfaction. Dependability is just as important as the first-hand impression because every customer wants to know that their supplier of what it may be is reliable and give the service agreed including great quality within the given timeframe without compromising on the quality.  And although order cycle time is valuable, an increasing number of companies are trading off order cycle speed for order cycle consistency.

More specifically, these companies are willing to accept a slower order cycle so long as it exhibits a high level of consistency. Consistency refers to uniformity or compatibility between things or parts. This means that quality is always the same, doing things in the same way and having the same standards. Frei et al. (1999) suggest that service quality should include uniformity of service output around an ideal target value determined by customers. Banks need to address the changing needs predictably and consistently. Second, dependability refers to the assurance of providing services as expected. Trust is another critical factor influencing the adoption of various types of service in electronic banking.

Safe delivery brings loss and damage considerations into play. The product can be lost or damaged for a multitude of reasons, but they are somewhat immaterial to a customer—a lost or damaged product can cause a variety of negative ramifications for a customer, such as out-of-stock situations.