Tangibles, reliability, responsiveness, assurance, and empathy are the five dimensions of service quality used in which of the following?
A) total quality management (TQM)
B) SERVQUAL
C) gap analysis
D) the critical incident technique
E) the wheel-of-service hypothesis

Question

Quizplus · Accepted Answer

SERVQUAL is a widely used model for assessing and measuring service quality. It includes the five dimensions of tangibles, reliability, responsiveness, assurance, and empathy. The other options listed are different methods or techniques for analyzing and improving service quality.

Tangibles, Reliability, Responsiveness, Assurance, and Empathy Are the Five Dimensions