Which of the following are key dimensions of service quality that might be used to perform a gap analysis for airline travel?
A)gap analysis, intangibility, and reliability
B)respect, diligence, and honesty
C)honesty, intangibility, and diligence
D)alacrity, fairness, and product knowledge
E)reliability, tangibility, and responsiveness

Question

Quizplus · Accepted Answer

The key dimensions of service quality that are relevant to airline travel are reliability (such as on-time arrivals/departures), tangibility (such as cleanliness and comfort of facilities and amenities), and responsiveness (such as attentiveness of staff and quick resolution of issues). Gap analysis refers to the process of identifying gaps between customer expectations and actual service delivery, but it is not a dimension of service quality. Respect, diligence, honesty, fairness, and product knowledge may be important qualities for airline staff to possess, but they are not dimensions of service quality.

Which of the Following Are Key Dimensions of Service Quality