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      Question

      When a bank standardizes processes to reduce variability

      in service delivery, it improves which SERVQUAL dimension?
      A Tangibles Correct Answer Incorrect Answer
      B Empathy Correct Answer Incorrect Answer
      C Reliability Correct Answer Incorrect Answer
      D Responsiveness Correct Answer Incorrect Answer
      E Promotion Correct Answer Incorrect Answer

      Solution

      Reliability refers to delivering promised service dependably and accurately. Why others are incorrect: Tangibles are physical cues; Empathy is personalized care; Responsiveness is promptness; Promotion is communication. Banking Example: Standardized loan approval timelines.

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