As a dimension of service quality, knowledge and courtesy of employees and their ability to convey trust and confidence is referred to as
A)reliability.
B)responsiveness.
C)competence.
D)assurance.
E)empathy.

Question

Quizplus · Accepted Answer

The dimension of service quality that refers to the knowledge and courtesy of employees and their ability to convey trust and confidence is assurance. This includes factors such as the professionalism, competence, and credibility of the employees, which can help customers feel confident in the service they are receiving.

As a Dimension of Service Quality, Knowledge and Courtesy of Employees