When knowledge and courtesy of employees and their ability to convey trust and confidence is important, this represents which dimension of service quality?
A)tangibility (tangibles)
B)responsiveness
C)assurance
D)reliability
E)empathy

Question

Quizplus · Accepted Answer

The described dimension of service quality relates to the assurance aspect, which refers to the knowledge, expertise, and courtesy of service providers, as well as their ability to convey trust and confidence to customers.

When Knowledge and Courtesy of Employees and Their Ability to Convey