An example of a tangible attribute as studied by SERVQUAL is _____.
A)a service technician's uniform
B)the providing of services when promised
C)the giving of attention to a customer's complaint by a service technician
D)keeping customers informed about when their service will be performed

Question

Quizplus · Accepted Answer

A service technician's uniform is a tangible attribute that can be observed and measured by customers, and therefore can be included as a factor in the SERVQUAL model. The other options listed are related to service delivery and do not fall under the category of tangible attributes.

An Example of a Tangible Attribute as Studied by SERVQUAL