Question

Match each of the five dimensions of service quality with its definition.

a. reliability
b. responsiveness
c. tangibles
d. assurance
e. empathy
1. ability to perform the service dependably and accurately
2. willingness to help customers and provide prompt service
3. knowledge and courtesy by employees and their ability to convey trust and confidence
4. caring, individualized attention provided to customers
5. appearance of physical facilities, equipment, personnel, and communication materials

Answer 1

The five dimensions of service quality are reliability, responsiveness, tangibles, assurance, and empathy.

Step-by-step explanation:

1. Reliability: The ability to perform the service dependably and accurately.
2. Responsiveness: The willingness to help customers and provide prompt service.
3. Tangibles: The appearance of physical facilities, equipment, personnel, and communication materials.
4. Assurance: The knowledge and courtesy by employees and their ability to convey trust and confidence.
5. Empathy: The caring, individualized attention provided to customers.