There are five elements that affect customers' perceptions of service quality. They are reliability, appearance of the tangibles, responsiveness, assurance, and
A) credibility.
B) experience within industry.
C) responsibility.
D) employee empathy.
E) product knowledge.

Question

Quizplus · Accepted Answer

The five elements that affect customers' perceptions of service quality, as identified in the SERVQUAL model, are reliability, tangibles (appearance), responsiveness, assurance, and empathy. Employee empathy is the correct answer as it reflects the ability of service providers to understand and share the feelings of their customers, which is crucial for high-quality service delivery.

There Are Five Elements That Affect Customers' Perceptions of Service