Tangibles,reliability,responsiveness,assurance,and empathy are the five dimensions of service quality used in which of the following?
A)total quality management (TQM)
B)SERVQUAL
C)gap analysis
D)the critical incident technique
E)the market fulfillment approach

Question

Quizplus · Accepted Answer

SERVQUAL is a widely used model for measuring and managing service quality with the five dimensions of tangibles, reliability, responsiveness, assurance, and empathy. Total Quality Management (TQM) focuses on overall quality management, while gap analysis is a tool for identifying gaps between customer expectations and actual service performance. The critical incident technique is a qualitative research method for capturing specific incidents that highlight aspects of service quality, and the market fulfillment approach is a marketing strategy focused on fulfilling customer needs and expectations.

Tangibles,reliability,responsiveness,assurance,and Empathy Are the Five Dimensions of Service Quality Used