Tangibles, reliability, responsiveness, assurance, and empathy are the five dimensions of service quality used in which of the following?
A) total quality management (TQM)
B) SERVQUAL
C) capacity management
D) the critical incident technique
E) the wheel-of-service hypothesis

Question

Quizplus · Accepted Answer

SERVQUAL is a widely used tool for measuring service quality, and it is based on these five dimensions: tangibles (the physical appearance of facilities), reliability (the ability to perform the promised service dependably and accurately), responsiveness (willingness to help customers and provide prompt service), assurance (knowledge, competence, and courtesy of employees and their ability to convey trust and confidence), and empathy (caring, individualized attention provided to customers). Total quality management and capacity management are broader concepts that may include these dimensions, but they are not specifically focused on service quality. The critical incident technique is a method for identifying specific incidents that illustrate positive or negative aspects of service, while the wheel-of-service hypothesis proposes that there are four stages in a service experience: entry, interaction, exit, and post-interaction.

Tangibles, Reliability, Responsiveness, Assurance, and Empathy Are the Five Dimensions