Question

A recent consumer survey conducted for a car dealership indicates that, when buying a car, customers are primarily concerned with the salesperson's ability to explain the car's features, the salesperson's friendliness, and the dealer's honesty. The dealership should be ESPECIALLY concerned with which determinants of service quality?

A) communication, courtesy, and credibility
B) competence, courtesy, and security
C) competence, responsiveness, and reliability
D) communication, responsiveness, and reliability
E) understanding/knowing customer, responsiveness, and reliability

Answer 1

Option a: Communication, courtesy, and credibility

Step-by-step explanation:

Communication is a two way thing and if done properly, we go a long way of meeting goals and objectives.

Service Quality Dimensions

It includes Reliability, responsiveness, competence, access, courtesy, communication, credibility, security, understanding the customer, tangibles.

Communication

This is simply known as the act of keeping customers well informed in ways or language they can easily understand and listening to feedbacks.

Credibility

This is generally known as being trustworthy, the believability of something or someone and honesty.

Courtesy

This is simply regarded as the act of being polite, respectful, having full consideration for something or someone, and friendliness of contact personnel. Being absolutely courteous at all times brings about a positive impact on an individual.