Employees of excellent companies will be neat in appearance is a typical statement within the ____ dimension of the SERVQUAL scale.
A)tangibles
B)reliability
C)responsiveness
D)assurance

Question

Quizplus · Accepted Answer

The tangibles dimension of the SERVQUAL scale pertains to the appearance of physical facilities, equipment, personnel, and communication materials. This statement about employees being neat in appearance falls under the personnel category, which is a tangible aspect of the service.

Employees of Excellent Companies Will Be Neat in Appearance Is