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Students regularly seek out Professor Guillory to advise them. She has an exceptional manner, and students are confident in her and trust her advice. For these students, ________ is the most important of the five service quality dimensions.
a. tangiblesb. empathyc. responsivenessd. assurancee. reliability

Respuesta :

Answer:

The correct option is: d. assurance

Explanation:

SERVQUAL is the research or survey instrument which is designed measure the service quality by capturing the expectations of the customer. It is based on the five dimensions used by the customers to evaluate the quality of the service.

Assurance is one of the five SERVQUAL dimensions. It refers to the behavior, courtesy and knowledge of the employees and their ability to convey trust and confidence.

Therefore, for these students, assurance is the most important of the five service quality dimensions.

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