a dimension of service quality,the knowledge and courtesy of employees,and their ability to convey trust and confidence is referred to as __________.
A) reliability
B) responsiveness
C) competence
D) assurance
E) empathy

Question

Quizplus · Accepted Answer

Assurance refers to a customer's sense of trust and confidence in the employees providing the service. This includes the knowledge and courtesy of employees, as well as their ability to convey trust and confidence in their interactions with customers. Reliability refers to the dependability and consistency of the service provided, responsiveness refers to the promptness and willingness to help of the service provider, competence refers to the ability to perform the service correctly, and empathy refers to the ability to understand and relate to the customer's perspective.

A Dimension of Service Quality,the Knowledge and Courtesy of Employees,and