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

Question

Quizplus · Accepted Answer

Tangibility refers to the physical appearance of the service environment, including the facilities, equipment, personnel, and communication materials.

As a Dimension of Service Quality, the Appearance of Physical