Using This GAPS Approach Five Different Dimensions of Service Quality

question 26

Multiple Choice

Using this GAPS approach five different dimensions of service quality have been established. These are:

• A) Reliability, Responsiveness, Assurance, Tangibles, Intangibility.
• B) Reliability, Responsiveness, Assurance, Empathy, Tangibles
• C) Reliability, Responsiveness, Empathy, Tangibles, Lack of ownership.
• D) Perishability, Reliability, Responsiveness, Empathy, Tangibles.

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Definitions:

Repetitive Process Line

A manufacturing process in which products are made through a sequential and continuous manner, characterized by a highly standardized production flow.

Floral Arrangement

The art of selecting and organizing flowers and foliage into a pleasing design, often for decorative purposes.

Automobiles

Wheeled motor vehicles used for transportation, typically powered by internal combustion engines or electric motors.

Arnold Palmer Hospital

A renowned children’s hospital and medical research facility, known for specialized pediatric care.