Most of the five dimensions of service quality pertain to behavioral characteristics, which makes them easier to measure.

Question

Quizplus · Accepted Answer

The five dimensions of service quality (reliability, assurance, tangibility, empathy, and responsiveness) are all related to both behavioral and non-behavioral characteristics, which can make them more challenging to measure accurately. While behavioral characteristics can be observed and evaluated more easily, non-behavioral characteristics, such as a customer's perception or emotions, may be more subjective and difficult to measure.

Most of the Five Dimensions of Service Quality Pertain to Behavioral