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