In the SERVQUAL model, which factor indicates whether the employees cultivate trust and confidence through their knowledge and courtesy?

Question

Quizplus · Accepted Answer

Assurance in the SERVQUAL model refers to the knowledge and courtesy of employees and their ability to inspire trust and confidence. This factor emphasizes the importance of employees' competence, credibility, security, and communication skills in delivering quality service.

In the SERVQUAL Model, Which Factor Indicates Whether the Employees