Tony, a Vice President of the St

Multiple Choice

Tony, a vice president of the St. Louis One Gateway Credit Union, decided to measure customers' perceptions of the service quality of the credit union. He chose to use the SERVQUAL scale because it included the ________ component, which involves the knowledge and courtesy of employees, as well as their ability to convey trust and confidence.

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