Which of the following dimensions of service quality focuses on service delivery consistency?

The dimension of service quality that focuses on service delivery consistency is reliability. In the context of service quality, reliability refers to the ability of a service provider to perform the promised service dependably and accurately. This includes delivering services consistently over time, which builds trust and assures customers that they can expect the same level of service on different occasions.

When reliability is high, customers feel confident that they will receive the same quality of service each time they interact with the provider, thus fostering loyalty and satisfaction. This aspect is crucial because inconsistency in service delivery can lead to customer dissatisfaction and a loss of business.

The other dimensions, while important in their own right, address different aspects of service quality. Tangibles relate to the physical appearance of facilities and equipment, responsiveness pertains to the willingness to help customers and provide prompt service, and empathy focuses on the provider's ability to care for and provide individualized attention to customers. However, none of these dimensions directly address the consistency of service delivery as reliability does.