Southwest Airlines has consistently had one of the best on-time performance records in the airline industry. A critical factor in Southwest's success has been its use of second-tier airports such as Midway in Chicago. These lower-traffic airports allow Southwest to have a faster turnaround for its airplanes so they spend a greater percentage of their time in the air. Southwest Airline's on-time performance reflects the dimension of service quality.
a. Tangibles
b. Reliability
c. Empathy
d. Responsiveness
e. Assurance

b. Reliability                

Explanation:

Reliability: In psychological research, the term reliability is described as the tendency of a measuring test or research study to remain consistent. In other words, the state or quality of a particular test to remain consistent refers to as the reliability. Through reliability, any test, or experiment tends to produce the same results if taken on repeated trials.

Types of reliability:

1. Inter-rater.

2. Internal consistency.

3. Test-retest.

4. Parallel-forms.

In the question above, the given statement signifies the reliability.

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