Excellent companies will have the customer's best interest at heart is a typical statement within the ____ dimension of the SERVQUAL scale.
A)tangibles
B)empathy
C)responsiveness
D)assurance
E)reliability

Question

Quizplus · Accepted Answer

The empathy dimension of the SERVQUAL scale focuses on understanding customer needs and having a genuine concern for their well-being. The statement "Excellent companies will have the customer's best interest at heart" aligns with this dimension, suggesting that the company values the customer's perspective and seeks to prioritize their interests. The other dimensions (tangibles, responsiveness, assurance, and reliability) deal with different aspects of service quality such as physical facilities, promptness, trustworthiness, and consistency, respectively.

Excellent Companies Will Have the Customer's Best Interest at Heart