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 qualityCredibility, responsiveness, understanding/knowing

Answer 1

The best answer among the available options is credibility because responsiveness and understanding/knowing are not often determinants of service quality. Credibility is a reputation that makes people to believe someone the most because it is as a result of good testimonies or positive experiences given by other people who have had interactions or made deals with the concerned person—who, in this instance, is the car dealer.

Answer 2

communication, courtesy, and credibility

Step-by-step explanation:

When customers are primarily concerned with the salesperson's ability to explain the car's features, the salesperson's friendliness, and the dealer's honesty it implies that the customer are concerned with the quality service of communication, courtesy and credibility.

Communication, courtesy and credibility are important determinant of quality service.