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Manoj went to buy a washing machine. On top of the washing machine, it was mentioned that free service will be provided every 3 months until one year is completed. Manoj approached the shopkeeper to get a confirmation on the authenticity of the statement. Which dimension of ‘service quality’ was Manoj focusing on?

Manoj went to buy a washing machine. On top of the washing machine, it was mentioned that free service will be provided every 3 months until one year is completed. Manoj approached the shopkeeper to get a confirmation on the authenticity of the statement. Which dimension of ‘service quality’ was Manoj focusing on? Correct Answer Reliability

Reliability as a dimension of ‘service quality’ focuses on the authenticity of the promised service. Here, Manoj wanted a confirmation from the shopkeeper that free service will be provided to him. An assurance from the shopkeeper will convince Manoj to buy the washing machine.

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