Betty Had a Group of Checks That She Needed to Deposit

Multiple Choice

Betty had a group of checks that she needed to deposit and another that she needed to cash for a trip she was leaving on the next day. When she got to her bank on Saturday, she was very disappointed to see it was closed. There was one car in the parking lot and a man was walking toward it. She pulled into a place to decide what to do. The man she had seen walked up to her car and asked if he could help. When she explained her problem, the man introduced himself as the bank's vice president and offered to cash her checks with the money he had in his wallet. Betty has since learned that this kind of service is commonplace at her bank. She knows the bank focuses on the _____ dimension of service quality.

A) Reliability
B) Responsiveness
C) Assurance
D) Empathy
E) Tangibles