dimension of service quality called __________ is the ability to perform the promised service dependably and accurately.
A) reliability
B) assurance
C) accuracy
D) responsiveness
E) empathy

Question

Quizplus · Accepted Answer

Reliability refers to the ability of the service provider to perform the promised service dependably and accurately, and is therefore the correct answer. Assurance relates to the knowledge and courtesy of employees and their ability to inspire trust and confidence, accuracy is a component of reliability, responsiveness relates to the willingness to help customers in a timely manner, and empathy refers to the ability to provide individualized attention and care to customers.

Dimension of Service Quality Called __________ Is the Ability to Perform