Which dimension is NOT one of the five dimensions of service quality?

The correct choice is Efficiency, which is not one of the five dimensions of service quality defined by the SERVQUAL model. The five dimensions are Tangibles, Assurance, Empathy, Reliability, and Responsiveness.

Tangibles refer to the physical aspects of a service, including the appearance of facilities, equipment, personnel, and communication materials. Assurance indicates the knowledge and courtesy of employees and their ability to inspire trust and confidence. Empathy involves the provision of caring, individualized attention to customers.

Efficiency, while an important concept in operations and can impact overall customer satisfaction, does not fit within the SERVQUAL framework, which focuses specifically on dimensions that directly contribute to the perceived quality of service. Each of the other dimensions addresses specific attributes that customers assess when evaluating a service, making them integral to understanding and improving service quality.