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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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