As a dimension of service quality, the willingness to help customers and provide prompt service is referred to as
A)reliability.
B)responsiveness.
C)competence.
D)assurance.
E)empathy.

Question

Quizplus · Accepted Answer

Responsiveness is the dimension of service quality that measures the willingness of the service provider to help customers promptly. It refers to the speed of service, the willingness to help customers and the ease of access to the service provider. So, option B is the correct answer. Reliability refers to the ability to provide accurate and consistent service. Competence refers to the ability to have the required skills and knowledge to perform the service. Assurance refers to the ability to inspire confidence and trust in the customer. Empathy refers to the ability to understand and be sensitive to the customer's needs and emotions.

As a Dimension of Service Quality, the Willingness to Help