As a dimension of service quality,the appearance of physical facilities,equipment,personnel,and communication materials as a dimension of service quality is referred to as __________.
A)communication
B)responsiveness
C)competence
D)tangibility (tangibles)
E)empathy

Question

Quizplus · Accepted Answer

Tangibility refers to the appearance of physical facilities, equipment, personnel, and communication materials. This dimension of service quality is important because it can create a certain perception of the service quality in the customer's mind.

As a Dimension of Service Quality,the Appearance of Physical Facilities,equipment,personnel,and