What Are the Five Factors of the SERVQUAL Model of Service

question 29

Multiple Choice

What are the five factors of the SERVQUAL model of service quality?

• A) Dependability, Guarantee, Materials, Empathy, Receptivity
• B) Reliability, Reassurance, Tangibles, Sympathy, Accessible
• C) Reliability, Assurance, Tangibles, Empathy, Responsiveness
• D) Consistency, Promise, Materials, Compassion, Reactivity
• E) None of the above

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Definitions:

Coma

A deep state of prolonged unconsciousness in which a person cannot be awakened and fails to respond to painful stimuli, light, or sound.

Anterograde Amnesia

is a condition affecting memory, where an individual struggles to form new memories following the onset of amnesia, although long-term memories from before the event may remain intact.

New Memories

Recently formed mental representations of past experiences, which are stored in the brain for recall.

Associations

Connections or links between thoughts, ideas, or memories that can influence an individual's emotional responses and behavior.