The most important determinant of service quality is ________ which refers to the ability to perform the promised service dependably and accurately.
A) empathy
B) assurance
C) responsiveness
D) reliability
E) tangibles

Question

Quizplus · Accepted Answer

The most important determinant of service quality is reliability, which refers to the ability to perform the promised service dependably and accurately. While empathy, assurance, responsiveness, and tangibles are also important factors in service quality, they are not as critical as reliability. Customers expect the service they receive to be consistent and accurate, and any lapses in reliability can significantly impact their perception of the overall quality of the service.

The Most Important Determinant of Service Quality Is ________ Which