Answer :
Of the following, the one which is the determinants of service quality involves approachability and ease of contact is access. (Option D)
Service quality refers to the quality of facilitating services as well as core services that improves the value of services to the customers. It is a measure of how well an organization delivers its services compared to the expectations of its customers. Research has provided different determinants of service quality based on focus group studies with service providers and customers including access, communication, competence, courtesy, credibility, reliability, responsiveness, security, understanding and tangibles. Access is a determinants of service quality which involves availability and easy method of contact of the services to the customers.
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