Which of the following is the dimension of service quality that deals with the physical appearance of a facility, personnel, and communications media?
A) Assurance
B) Reliability
C) Empathy
D) Responsiveness
E) Tangibles

Question

Quizplus · Accepted Answer

Tangibles refer to the physical appearance of a facility, personnel, and communication materials. The other dimensions are: Assurance - knowledge and trustworthiness of employees; Reliability - ability to perform services dependably and accurately; Empathy - ability to understand and connect with customers emotionally; Responsiveness - willingness to help customers and provide prompt service.

Which of the Following Is the Dimension of Service Quality