The dimension of service quality called __________ is caring, individualized attention provided to customers.
A)assurance
B)reliability
C)responsiveness
D)empathy
E)sympathy

Question

Quizplus · Accepted Answer

The dimension of service quality that refers to caring, individualized attention provided to customers is empathy. Empathy measures the extent to which the employees of a company can understand their customers' needs and provide personalized service to meet those needs. Assurance refers to the competence and professionalism of the service provider, reliability measures the consistency of the service provided, and responsiveness assesses the promptness and willingness of the service provider to assist customers. Sympathy is not a dimension of service quality.

The Dimension of Service Quality Called __________ Is Caring, Individualized