Five key dimensions of service quality

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Classify the following customer requirements for a hotel using the five key dimensions of service quality—reliability, assurance, tangibles, empathy, or responsiveness.70 • Hotel equipment is always functioning • Hotel staff is knowledgeable to answer guest’s questions • Hotel has comfortable beds, furniture, and fittings • Guests feel safe as services are delivered to their rooms • Hotel services are provided as promised • Hotel has well-dressed staff • Hotel staff is always willing to help guests • Hotel furnishings appear to be clean and shiny • Guests receive individual attention • Guests feel that hotel services are provided at a competitive and affordable price.

Reference no: EM132274450

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