Josh Gets His Bike Serviced at Dean's Garage Even Though

Multiple Choice

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?

A) reliability
B) responsiveness
C) assurance
D) empathy
E) tangibles