As a dimension of service quality, reliability means that ________.
A) a service is performed right the first time and every time
B) a service is variable and has different outcomes due to employee variation
C) a customer is repeatedly asked about his or her perception of the service quality
D) service providers think from customers' point of view
E) service providers are more willing and capable of providing prompt service

Question

Quizplus · Accepted Answer

Reliability as a dimension of service quality means that the service is performed consistently without errors or delays, providing the same outcome every time. This implies that the service is reliable and trustworthy, meeting customers' expectations consistently. Choices B, C, D, and E do not accurately describe the dimension of reliability in service quality.

As a Dimension of Service Quality, Reliability Means That ________