As a dimension of service quality, the ability to perform the promised service dependably and accurately is referred to as
A)responsiveness.
B)competence.
C)courtesy.
D)empathy.
E)reliability.

Question

Quizplus · Accepted Answer

The dimension of service quality that refers to the ability to perform the promised service dependably and accurately is reliability. This means that the service provider should deliver the service as promised, without any errors or delays, and consistently over time. Reliability is an essential aspect of service quality and is often one of the most critical factors that customers consider when evaluating service providers.

As a Dimension of Service Quality, the Ability to Perform