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    Question

    If customers complain about slow grievance resolution,

    which SERVQUAL dimension is weak?
    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 Assurance Correct Answer Incorrect Answer

    Solution

    Responsiveness refers to promptness in service delivery. Why others are incorrect: Tangibles relate to physical facilities; Empathy relates to caring; Reliability to accuracy; Assurance to trust and competence. Banking Example: Delay in resolving failed UPI transactions.

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