Arnett Is Looking for a New Web Portal to Use

Multiple Choice

Arnett is looking for a new web portal to use to access information that interests him on the Internet. The one he currently uses is too cluttered with ads and has several links that do not work. While the site itself works fine, he is unhappy with its appearance and the fact that the company managing the site has done nothing to upgrade it. In terms of the service quality dimensions, Arnett is most unhappy with which dimension of this service?

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