Since United Auto Parts has had trouble with its windshield wiper manufacturer in the past, it is requesting a guarantee from the company before it will place another order. Which of the service quality dimensions is being addressed in this scenario?

A) ethics
B) assurance
C) tangibles
D) responsiveness
E) empathy

Question

Luciana Shabo · Accepted Answer

Final Answer : B, Explanation :  The assurance dimension is related to the trustworthiness, expertise, and ability of the service provider to convey confidence to the customer. In this scenario, by requesting a guarantee from the windshield wiper manufacturer, United Auto Parts is seeking assurance that the manufacturer is capable of meeting its quality standards and will take responsibility if any issues arise.

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