In the context of service quality, the dimension of reliability refers to the:
A)willingness of service providers to help customers and provide prompt service.
B)knowledge of and courtesy by employees and their ability to convey trust and confidence.
C)ability to perform a service dependably and accurately.
D)caring, individualized attention provided to customers.
E)appearance of physical facilities, personnel, and communication materials of service.

Question

Quizplus · Accepted Answer

Reliability in service quality refers to the ability of a service provider to perform a service dependably and accurately. This includes factors such as delivering promised services on time, consistently providing high-quality services, and maintaining accurate records or accounts.

In the Context of Service Quality, the Dimension of Reliability