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