Reliability when referring to service quality means that _________.
A) The service is performed tight the first time and every time
B) The service is variable and has different outcomes due to employee variation
C) Each time a service is performed that the customer is asked about their perception of the service quality
D) The automobile service department should show you the broken parts when they fix your car
E) None of the above

Question

Quizplus · Accepted Answer

Reliability refers to consistency in providing the service, performing it right the first time and every time. Option B refers to variability, option C refers to customer feedback, and option D refers to transparency in service provision, which are not defining factors of reliability in service quality.

Reliability When Referring to Service Quality Means That _________