Which of the five key dimensions of service quality—reliability, assurance, tangibles, empathy, or responsiveness—would the following items from a retail banking customer survey address?
a. Following through on promises
b. Offering convenient banking hours
c. Providing prompt customer service
d. Properly handling any problems that arise
e. Maintaining clean and pleasant branch office facilities
f. Demonstrating knowledge of bank products and services
g. Giving undivided attention to the customer
h. Never being too busy to respond to customer requests

i. Charging reasonable service fees
j. Maintaining a professional appearance
k. Providing error-free bank statements
l. Keeping customer transactions confidential