Most customers allotted a high importance score for the reliability dimension.This shows that most of the customers give importance to:
A)the willingness of the employees to provide a prompt service.
B)the knowledge and the courtesy shown by the employees.
C)the care and attention provided to them by the employees.
D)the ability of the employees to provide service accurately.
E)the appearance of the hotel and its employees.

Question

Quizplus · Accepted Answer

The reliability dimension refers to the ability of the employees to provide service accurately. Therefore, the customers who gave high importance scores to this dimension prioritize the employees' ability to provide accurate service over other factors like promptness, courtesy, or appearance.

Most Customers Allotted a High Importance Score for the Reliability