Amanda needs to have her car repaired. When she visits the shop she is considering, she notices the AAA seal of approval in the front window. The shop is also clean and organized, and the mechanics are dressed in tidy uniforms. Amanda notes these as part of her assessment of which service quality dimension?

A) assurance
B) tangibility
C) reliability
D) responsiveness
E) empathy

Question

genesis parra · Accepted Answer

Final Answer : B, Explanation :  Tangibility refers to the physical evidence of a service, such as the appearance of facilities, equipment, personnel, and communication materials. The AAA seal, cleanliness, and uniforms are tangible aspects that Amanda observes.

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