The determinants of service quality in service-quality model includes ____________?
Correct answer: D. all of the above
- A. reliability and empathy
- B. responsiveness
- C. assurance and tangibles
- D. all of the above
Explanation
The SERVQUAL model measures service quality through reliability, responsiveness, assurance, empathy, and tangibles. The first three options collectively list all five dimensions, so the inclusive choice is correct.
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