Q211
According to Parasuraman, Zeithaml & Benny, the most important determinant of service quality is:
A.
Responsiveness
B.
Reliability
AnswerC.
Assurance
D.
Empathy
Answer: Option B
Solution
Answer: Option B
Solution:
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.