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    Question

    Which service quality dimension relates to employees’

    knowledge and courtesy?
    A Reliability Correct Answer Incorrect Answer
    B Responsiveness Correct Answer Incorrect Answer
    C Assurance Correct Answer Incorrect Answer
    D Tangibles Correct Answer Incorrect Answer
    E Empathy Correct Answer Incorrect Answer

    Solution

    Assurance reflects employees’ competence and ability to inspire trust.  Why Other Options Are Incorrect • A: Delivering promised service dependably. • B: Promptness. • D: Physical facilities. • E: Individual attention.  Banking Example: Staff explaining loan terms confidently.

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