Question

What are the five dimensions we rely on when evaluating the quality of a service?

		Responsiveness, Insurance, Telepathy, Intangibles, Responsibility
		Reliability, Responsiveness, Assurance, Empathy, and Tangibles
		Reliable, Intangible, Persuasive, Attractive, Perishable
		Touchability, Movability, Reliability, Identifiability, Exceptionality

What is the most important aspect of planning and conducting a useful experiment?

		Effective Stimuli
		Causality
		Good Questions
		Random Assignment

Answer 1

1.Option 2

These five dimensions are: tangibility, reliability, responsiveness, assurance and empathy.

Tangibility means that since services are tangible, customers derive their perception of service quality by comparing the tangible associated with these services provided

Reliability means that the company delivers on its promises-promises about delivery,sevice provision, problem resolutions and pricing

Responsiveness is the willingness to help customers and provide prompt service

Assurance means to inspire trust and confidence. Assurance is defined as employees’ knowledge of courtesy and the ability of the firm and its employees to inspire trust and confidence

Empathy means to provide caring individualized attention the firm provide its customers.

2. Option 4

Random assignment cancels out individual differences and reduces selection biases between groups.Random assignment helps ensure that members of each group in the experiment are the same, which means that the groups are also likely more representative of what is present in the larger population.