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      Question

      A bank introduces a chatbot to instantly resolve routine

      queries like balance enquiry and EMI dates. This initiative primarily improves which service quality dimension?
      A Tangibles Correct Answer Incorrect Answer
      B Assurance Correct Answer Incorrect Answer
      C Responsiveness Correct Answer Incorrect Answer
      D Reliability Correct Answer Incorrect Answer
      E Empathy Correct Answer Incorrect Answer

      Solution

      Responsiveness refers to willingness and ability to provide prompt service. A chatbot offering instant replies reduces waiting time and enhances responsiveness.  Why Other Options Are Incorrect • A: Physical facilities and appearance. • B: Knowledge and courtesy of employees. • D: Performing promised service dependably. • E: Personalized attention.  Banking Example: AI chatbot answering FAQs 24×7 improves response speed.

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