Of the five dimensions of service quality, the ability to convey trust and build a customer's confidence in the quality of a service refers to ________.
A) tangibles
B) assurance
C) reliability
D) responsiveness
E) empathy

Question

Quizplus · Accepted Answer

The ability to convey trust and build a customer's confidence in the quality of a service refers to assurance, which is one of the dimensions of service quality. Tangibles refer to the physical aspects of a service, reliability refers to the consistency of the service, responsiveness refers to the speed of the service, and empathy refers to the ability to understand and relate to the customer's needs.

Of the Five Dimensions of Service Quality, the Ability to Convey