Question

Lilly went to the Yummy Fork for lunch, and when her food arrived, it was not what she ordered. She later posted a negative comment about the Yummy Fork on a blog. Which one of the five service dimensions was used by Lilly to determine she did not like the service by the Yummy Fork?

Answer 1

Answer: Reliability

Explanation: The ability to perform a service dependably and accurately, including taking an order and delivering what the customer asked for, is an aspect of reliability.

Answer 2

Answer:Responsiveness

Step-by-step explanation:

Responsiveness

Responsiveness refers to how responsive a business is to customers' needs, their ability to assist customers and provide their service to their customers effectively and efficiently.

This dimension focuses on how attentive and prompt the business is when dealing with their customers needs such as questions , complaint and problems. Customers can give their feedback on responsiveness based on how long they had to wait for the service,their question to be answered or problems to be dealt with.

Lily didn't receive a good service so the responsiveness of this company was poor because they didn't pay attention to what the customer needed at that time hence she is commenting on their responsiveness.