Tony,a vice president of the St.Louis One Gateway Credit Union,decided to measure the customers' perceptions of the service quality of the Credit Union.He chose to use the SERVQUAL scale because it included the component,which involves the knowledge and courtesy of employees,as well as their ability to convey trust and confidence.

Question

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The SERVQUAL scale includes the dimension of "assurance," which involves the knowledge and courtesy of employees and their ability to convey trust and confidence.

Tony,a Vice President of the St