In SERVQUAL, the instrument for measuring service quality, the concept of assurance is associated with _____.
A) the ability to convey trust and confidence
B) individualized (customized) attention
C) providing consistent service
D) performing a service fast

Question

Quizplus · Accepted Answer

Assurance in SERVQUAL is associated with the ability of the service provider to convey trust and confidence to the customers. This includes the service provider's knowledge, courtesy, and ability to inspire confidence and trust. Options B, C, and D are associated with other dimensions of SERVQUAL (responsiveness, reliability, and speed respectively).

In SERVQUAL, the Instrument for Measuring Service Quality, the Concept