Karen likes using the SERVQUAL scale to measure her clients' perception of the quality of her hair styling salon because it includes assessing ________, which involves the physical facilities and equipment and professional appearance of the stylists. These aspects are very important for the comfort of her clients.
A) tangibles
B) reliability
C) responsiveness
D) assurance
E) empathy

Question

Quizplus · Accepted Answer

The tangibles dimension of the SERVQUAL scale includes physical facilities, equipment, and professional appearance. These aspects are important for the comfort of clients and therefore Karen can use the tangibles dimension to measure her clients' perception of the quality of her hair styling salon.

Karen Likes Using the SERVQUAL Scale to Measure Her Clients