Which of the following is a SERVQUAL dimension?

Prepare for the CIMA Strategic Management (E3) Exam with comprehensive flashcards and multiple-choice questions. Each question offers hints and explanations to ensure you are ready for your test!

Multiple Choice

Which of the following is a SERVQUAL dimension?

Explanation:
SERVQUAL measures perceived service quality across five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The correct dimension is tangibles, which covers the visible aspects of the service environment—the appearance of facilities, equipment, and personnel. When these physical cues look clean, modern, and professional, customers tend to view the overall service more favorably. Speed, cost, and availability aren’t named SERVQUAL dimensions. Speed relates to how quickly service is delivered (often linked to responsiveness but not a defined dimension). Cost is about price and value, and availability concerns accessibility, neither of which are the five SERVQUAL categories.

SERVQUAL measures perceived service quality across five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The correct dimension is tangibles, which covers the visible aspects of the service environment—the appearance of facilities, equipment, and personnel. When these physical cues look clean, modern, and professional, customers tend to view the overall service more favorably.

Speed, cost, and availability aren’t named SERVQUAL dimensions. Speed relates to how quickly service is delivered (often linked to responsiveness but not a defined dimension). Cost is about price and value, and availability concerns accessibility, neither of which are the five SERVQUAL categories.

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