Affect of Service (AS)
[AS-1] Employees who instill confidence in users
[AS-2] Giving users individual attention
[AS-3] Employees who are consistently courteous
[AS-4] Readiness to respond to users questions
[AS-5] Employees who have the knowledge to answer user questions
[AS-6] Employees who deal with users in a caring
fashion
[AS-7] Employees who understand the needs of their
users
[AS-8] Willingness to help users
[AS-9] Dependability in handling users service
problems