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Josh gets his bike serviced at Dean's Garage even though there's another garage much closer to home. He prefers Dean's because the work is usually done quickly and the staff try to solve the issues with the bike as soon as possible. Dean's Garage excels at which of the following five determinants of service quality?

Question

Josh gets his bike serviced at Dean's Garage even though there's another garage much closer to home. He prefers Dean's because the work is usually done quickly and the staff try to solve the issues with the bike as soon as possible. Dean's Garage excels at which of the following five determinants of service quality?

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Solution

The determinant of service quality that Dean's Garage excels at is "Responsiveness." Responsiveness in service quality refers to the willingness or readiness of employees to provide service. It involves timeliness of service like quick service and willingness to help customers promptly. This is evident from the fact that work is usually done quickly at Dean's Garage and the staff try to solve the issues with the bike as soon as possible.

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