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

---

Definitions:

Foreign Seller

refers to a seller or supplier who is located in a different country than the buyer, typically involving cross-border transactions subject to international trade laws.

Goods

Merchandise or physical items that are produced, bought, or sold.

World Trade Organization

An international organization designed to supervise and liberalize world trade by providing a framework for negotiating trade agreements and a dispute resolution process.

Member States

Countries that are part of a larger political or economic union or organization and subject to its agreements and regulations.