The SERVQUAL dimension that measures consumer views that reflect the security of the firm's operations is the ________ dimension. A. tangibles B. employee satisfaction C. responsiveness D. assurance
The SERVQUAL dimension that measures consumer views that reflect the security of the firm's operations is the assurance dimension. SERVQUAL is a multi-dimensional research instrument, designed to capture consumer expectations and perceptions of a service along the five dimensions that are believed to represent service quality.
