What are the five components that customers use to evaluate service quality?

Question

Quizplus · Accepted Answer

The five components that customers use to evaluate service quality are reliability (ability to perform the promised service dependably and accurately), responsiveness (willingness to help customers and provide prompt service), assurance (knowledge and courtesy of employees and their ability to convey trust and confidence), empathy (caring, individualized attention the firm provides its customers), and tangibles (appearance of physical facilities, equipment, personnel, and communication materials). Option C includes all these five components. Option A is incorrect as it includes terms related to production, not service quality evaluation, and Option B and Option D do not cover all the five components mentioned.

What Are the Five Components That Customers Use to Evaluate