In the SERVQUAL instrument for measuring service quality, the concept of assurance is associated with
A)The ability to convey trust and confidence
B)Caring and individualized attention
C)Always providing consistent service
D)Performing a service quickly and on time

Question

Quizplus · Accepted Answer

The concept of assurance in the SERVQUAL instrument relates to the ability of the service provider to convey trust and confidence to the customer. This includes factors such as the knowledge and competence of employees, their professionalism and courtesy, and the reliability of the service provided. Caring and individualized attention (B) relate to the concept of empathy in the SERVQUAL instrument, consistent service (C) relates to the concept of reliability, and performing a service quickly and on time (D) relates to the concept of responsiveness.

In the SERVQUAL Instrument for Measuring Service Quality, the Concept