The SERVQUAL dimension that measures consumer views that reflect thesecurity of the firm's operations is the ________ dimension.
A) tangibles
B) employee satisfaction
C) responsiveness
D) assurance
E) reliability

Question

Quizplus · Accepted Answer

The assurance dimension of SERVQUAL measures consumer perceptions related to the security and trustworthiness of the firm's operations, including the competence, courtesy, and credibility of the employees.

The SERVQUAL Dimension That Measures Consumer Views That Reflect Thesecurity