question on SERVQUAL model - stuck between tangibility and e

[Fatima]

Exam question on SERVQUAL model - stuck between tangibility and empathy

Hey everyone,
I had an exam recently, and I’m curious to get your take on a SERVQUAL model question I came across. The question described a specific service adjustment(extra legspace, touchscreen for movies, ...) made by KLM (airline), and we had to choose the most relevant dimension of the SERVQUAL model.
The options were:
* Tangibility
* Empathy
* Reassurance
* Reliability


I was torn between empathy and tangibility:
* Empathy seemed logical because KLM was addressing customer needs and showing personal attention.
* But tangibility also fit, as the adjustment involved physical, visible changes to the service.

What do you think is the best answer here? Would love to hear your reasoning!
Thanks in advance!

[CH4OS]

What did other people say after the exam? Or didn't you take the exam yet?

[Zr40]

Modbreak:

I'm closing this thread for the following reasons:
* It's not in Dutch
* This isn't the right place for homework or exam questions. Ask your teacher for advice if you're stuck - that's what they're there for!