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      Question

      If customers perceive inconsistent service quality

      across branches, which SERVQUAL dimension is weakest?
      A Tangibles Correct Answer Incorrect Answer
      B Reliability Correct Answer Incorrect Answer
      C Empathy Correct Answer Incorrect Answer
      D Assurance Correct Answer Incorrect Answer
      E Price Correct Answer Incorrect Answer

      Solution

      Reliability requires consistent service delivery. Why others are incorrect: Tangibles physical; Empathy personalized care; Assurance competence; Price unrelated. Banking Example: Different loan approval times in different branches.

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