With respect to the key dimensions of service quality, _____ is the ability to provide what was promised, dependably and accurately.
A) aesthetics
B) reliability
C) responsiveness
D) empathy

Question

Quizplus · Accepted Answer

Reliability is the dimension of service quality that refers to the ability to provide what was promised, dependably and accurately. Aesthetics refer to the appearance of the service environment, responsiveness refers to the willingness to help customers and provide prompt service, and empathy refers to the ability to understand and address customers' needs and concerns.

With Respect to the Key Dimensions of Service Quality, _____