a dimension of service quality,the appearance of physical facilities,equipment,personnel,and communication materials as a dimension of service quality is referred to as __________.
A) communication
B) responsiveness
C) competence
D) tangibility (tangibles)
E) empathy

Question

Quizplus · Accepted Answer

The appearance of physical facilities, equipment, personnel, and communication materials is referred to as tangibility or tangibles, which is one of the dimensions of service quality. This dimension is important as it creates a perceived level of quality and reliability of the service. Customers often use tangible cues to form their judgments about the quality of the service they receive.

A Dimension of Service Quality,the Appearance of Physical Facilities,equipment,personnel,and Communication