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Rahul had booked a room in a 5-star hotel. After he checked in at his hotel room he was angry on finding that his bed sheet was filthy. Which dimension of ‘service quality’ was poorly reflected?

Rahul had booked a room in a 5-star hotel. After he checked in at his hotel room he was angry on finding that his bed sheet was filthy. Which dimension of ‘service quality’ was poorly reflected? Correct Answer Tangibles

Tangibles refers to the appearance of the service that is being provided. It is a dimension of ‘service quality’. By providing a dirty bed sheet the customer got angry and this resulted in customer dissatisfaction.

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