The reliability and responsiveness measures of SERVQUAL deal with service outputs (how well and promptly the service was performed).

Question

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The reliability dimension of SERVQUAL measures the ability of the service provider to perform promised services dependably and accurately. The responsiveness dimension of SERVQUAL measures the willingness of the service provider to help customers and provide prompt service. Both of these dimensions focus on the service outputs, rather than inputs or processes.

The Reliability and Responsiveness Measures of SERVQUAL Deal with Service