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    Question

    When a bank reduces complexity of loan forms, it

    improves which SERVQUAL dimension?
    A Tangibles Correct Answer Incorrect Answer
    B Responsiveness Correct Answer Incorrect Answer
    C Reliability Correct Answer Incorrect Answer
    D Assurance Correct Answer Incorrect Answer
    E Promotion Correct Answer Incorrect Answer

    Solution

    Simplified forms increase speed and promptness in service. Why others are incorrect: Tangibles are physical aspects; Reliability is accuracy; Assurance relates to competence; Promotion is communication. Banking Example: One-page digital loan application.

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