Research has shown that customers use five key dimensions to assess service qual
ID: 428173 • Letter: R
Question
Research has shown that customers use five key dimensions to assess service quality:
A. Tangibles
B. Reliability
C. Responsiveness
D. Assurance
E. Empathy
Classify each of the following using the above dimensions of service quality.
Physical facilities
Uniforms
Appearance of employees
Ability to perform service dependably
Ability to perform service accurately
Knowledge of service
Courtesy of service providers
Caring attitude of service providers
Individualized attention given to customers by service providers
Appearance of equipment used to provide service
Willingness to help customers
Willingness to provide prompt recovery to service upsets
Tangibles
Reliability
Assurance
Empathy
Tangibles
Responsiveness
- A. B. C. D. E. F.Physical facilities
- A. B. C. D. E. F.Uniforms
- A. B. C. D. E. F.Appearance of employees
- A. B. C. D. E. F.Ability to perform service dependably
- A. B. C. D. E. F.Ability to perform service accurately
- A. B. C. D. E. F.Knowledge of service
- A. B. C. D. E. F.Courtesy of service providers
- A. B. C. D. E. F.Caring attitude of service providers
- A. B. C. D. E. F.Individualized attention given to customers by service providers
- A. B. C. D. E. F.Appearance of equipment used to provide service
- A. B. C. D. E. F.Willingness to help customers
- A. B. C. D. E. F.Willingness to provide prompt recovery to service upsets
A.Tangibles
B.Reliability
C.Assurance
D.Empathy
E.Tangibles
F.Responsiveness
Explanation / Answer
Physical Facilities : Tangibles
Uniforms: Tangibles
Appearences of employees: Tangibles
Ability to perform service dependably: Reliability
Ability to perform service Accurately: Reliability
Knowledge of service : Service Assurance
Courtsey of service providers : Assurance
Carring attitude of service providers: Empathy
Individualized attention given to customers by service providers: Empathy
Appearance of equipment used to provide service: Tangibles
Willingness to Help Customers: Responsiveness
Willingness to provide prompt recovery to service upsets : Responsiveness
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