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According to Parasuraman, Zeithaml & Benny, the most important determinant of service quality is:
- AResponsiveness
- BReliability
- CAssurance
- DEmpathy
Correct answer: B
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Reliability
According to Parasuraman, Zeithaml & Benny, the most important determinant of service quality is Reliability. Reliability is the degree of consistency of a measure. A test will be reliable when it gives the same repeated result under the same conditions.
According to Parasuraman, Zeithaml & Benny, the most important determinant of service quality is Reliability. Reliability is the degree of consistency of a measure. A test will be reliable when it gives the same repeated result under the same conditions.