Skyline Aviation is unable to gain the trust of its customers because its ground operations staff is inefficient and discourteous when handling customer queries during service failures.The customers of this airlines are likely to rate it below the zone of tolerance in which dimension?

Question

Quizplus · Accepted Answer

Assurance is the dimension that deals with the ability of the service provider to build trust and confidence in the customers. In this case, Skyline Aviation is unable to gain the trust of its customers. This indicates that its ground operations staff is not able to assure the customers of its ability to provide quality service. Therefore, customers are likely to rate this airline below the zone of tolerance in the dimension of assurance.

Skyline Aviation Is Unable to Gain the Trust of Its