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 quality?

A) communication, courtesy, and credibility
B) competence, courtesy, and security
C) competence, responsiveness, and reliability
D) communication, responsiveness, and reliability
E) understanding/knowing customer, responsiveness, and reliability

Question

Moumita Ghosh · Accepted Answer

Final Answer : A, Explanation :  The determinants of service quality that the dealership should be especially concerned with are communication (ability to explain the car's features), courtesy (salesperson's friendliness), and credibility (dealer's honesty), which are all covered in choice A. Choices B, C, D, and E either do not include all of these determinants or include determinants that are not as important based on the survey results.

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