dimension of service quality called __________ is knowledge and courtesy of employees and their ability to convey trust and confidence.
A) assurance
B) sympathy
C) empathy
D) responsiveness
E) reliability

Question

Quizplus · Accepted Answer

The dimension of service quality described in the question is assurance, which refers to the knowledge and courtesy of employees and their ability to convey trust and confidence to customers. The other options listed - sympathy, empathy, responsiveness, and reliability - all represent different dimensions of service quality, but do not directly relate to the ability of employees to convey trust and confidence.

Dimension of Service Quality Called __________ Is Knowledge and Courtesy