Final answer:
The rail operating company is focusing on the responsiveness dimension of service quality by instructing its staff to keep passengers fully informed about delays. (option c)
Step-by-step explanation:
The rail operating company that instructs its staff to keep passengers fully informed about the cause and consequences of any delays is focusing on the responsiveness dimension of service quality.
Responsiveness refers to the willingness and ability of the service provider to provide prompt service to its customers.
In this scenario, the company is emphasizing the importance of promptly communicating with passengers about any delays, demonstrating a commitment to addressing customer concerns and keeping them informed. This aligns with the responsiveness dimension, as it involves timely and helpful communication to meet customer needs.
The correct answer is (c) Responsiveness. By focusing on responsiveness, the rail operating company aims to enhance the overall service quality by demonstrating attentiveness and addressing customer concerns promptly, ultimately contributing to a positive customer experience.