The dimension of service quality called __________ is caring,and individualized attention provided to customers.
A)assurance
B)reliability
C)responsiveness
D)empathy
E)sympathy

Question

Quizplus · Accepted Answer

Empathy refers to the dimension of service quality that focuses on caring, individualized attention provided to customers. It involves understanding and being sensitive to the customers' needs and concerns, and taking actions to address them. Assurance pertains to the knowledge and competence of service providers, reliability relates to the consistency and accuracy of service delivery, and responsiveness relates to the timeliness and willingness of service providers to help customers. Sympathy is not a specific dimension of service quality, but it may be related to empathy in terms of expressing concern and compassion for customers.

The Dimension of Service Quality Called __________ Is Caring,and Individualized