The dimension of service quality called __________ is the appearance of physical facilities, equipment, personnel, and communication materials.
A)assurance
B)reliability
C)responsiveness
D)empathy
E)tangibility

Question

Quizplus · Accepted Answer

The dimension of service quality called "tangibility" refers to the appearance of physical facilities, equipment, personnel, and communication materials. This includes the cleanliness and modernity of the facilities, the appearance and demeanor of employees, and the quality of materials used to communicate with customers. Overall, tangibility speaks to the physical aspects of the service experience and how they are perceived by customers.

The Dimension of Service Quality Called __________ Is the Appearance