Since Al's Auto Parts had trouble with its windshield wiper manufacturer in the past, it is requesting a guarantee from the company before it will place another order. Which of the service quality dimensions is being addressed in this scenario?

A) Ethnics

B) Assurance

C) Tangibles

D) Responsiveness

E) Empathy

The answer is Assurance (option B)

Explanation:

Assurance is simply the coverage that provides compensation for events that are most likely or certain to happen. For example Al's Auto Parts often has trouble with the windshield wiper which the manufacturer supplies to them, a development that would most likely continue at best or becomes certain at worst.

In other to stop incurring losses, Al's Auto Parts wants the manufacturer to give them assurance that they would compensate for any troubled or faulty windshield wiper. Assurance is often used interchangeably with insurance however, there is a difference between the two terms. Insurance is a temporal or limited time coverage while assurance is a persistent coverage.