Q231
The SERVQUAL dimension that measures consumer views that reflect the security of the firm's operations is the ________ dimension.
A.
tangibles
B.
employee satisfaction
C.
responsiveness
D.
assurance
AnswerAnswer: Option D
Solution
Answer: Option D
Solution:
The SERVQUAL dimension that measures consumer views that reflect the security of the firm's operations is the assurance dimension. SERVQUAL is a multi-dimensional research instrument, designed to capture consumer expectations and perceptions of a service along the five dimensions that are believed to represent service quality.