When using the SERVQUAL scale, a store focused on employee willingness to help customers and provide prompt service would likely pay the most attention to the results in the ________ dimension.
A) creativity
B) empathy
C) assurance
D) responsiveness
E) reliability

Question

Quizplus · Accepted Answer

The responsiveness dimension of the SERVQUAL scale measures the willingness of employees to help customers and provide prompt service. Therefore, a store that focuses on this aspect of service would pay the most attention to the results in the responsiveness dimension.

When Using the SERVQUAL Scale, a Store Focused on Employee