Karen ordered four books from Book Your Choice.com. She was informed that her order would be processed in two working days and she would receive the books three days from the date of ordering. The books were promptly delivered on the third day. Karen was immensely satisfied with the service provided by the website. Which customer service characteristic affecting perceptions of service quality is seen in the given scenario?
A) Instrumental support
B) Empathy
C) Tangibility
D) Reliability
E) Distributive fairness

Question

Quizplus · Accepted Answer

Reliability is the ability to perform the service dependably and accurately, such as performing the service as promised or contracted or meeting promised delivery dates.

Karen Ordered Four Books from Book Your Choice