Jonathon had a problem when submitting an exam in his online marketing class and he received a score of zero, so he sent an e-ma
il to the professor explaining his problem. He was really worried because the exam was due that evening, and he was very pleased when the professor replied within an hour telling him that he scored a 90 on the exam. The professor’s prompt reply to his inquiry is an example of which service quality component?
Assurance is the factor in terms of quality service that represents reliability and surety for providing complete customer satisfaction for the work. Tracking or monitoring action, resolving issues, handling customer complaints etc are done in prominent manner so that customer does not have further issues or complaint regarding quality of service .
According to the question, professor's reply within one hour is displaying assurance quality factor that helps in maintaining , handling and fixing issue of Jonathan achieving zero marks instead of actual scores. He replied soon with solving his issue of scores and reliability on service was displayed.
