Question

Betina had a group of checks that she needed to deposit and another that she needed to cash for a trip she was leaving on the next day. When she got to her bank on Saturday, she was very disappointed to see it was closed. There was one car in the parking lot and a man was walking toward it. She pulled into a place to decide what to do. The man she had seen walked up to her car and asked if he could help. When she explained her problem, the man introduced himself as the bank's vice president and offered to cash her checks with the money he had in his wallet. Betina has since learned that this kind of service is commonplace at her bank. She knows the bank focuses on the _____ dimension of service quality.

Answer 1

responsiveness dimension of service quality.

Step-by-step explanation:

Responsiveness in service quality emphasizes attentiveness and promptness in satisfying customers needs and requests, and solving their complaints, problems and questions.

Responsiveness must answer the questions: Are your employees willing to help customers and satisfy their needs? and What are they willing to do in order to satisfy customers' needs?

In order to be responsive, customer service must be flexible in order to fulfill different customers' needs.