Q194
According to Parasuraman, Zeithaml & Berry, the most important determinant of service quality is:
A.
Responsiveness
B.
Reliability
AnswerC.
Assurance
D.
Empathy
E.
Tangibles
Answer: Option B
Solution
Answer: Option B
Solution:
According to Parasuraman, Zeithaml & Berry, the most important determinant of service quality is reliability. Reliability is defined as the probability that a product, system, or service will perform its intended function adequately for a specified period of time, or will operate in a defined environment without failure.