According to Parasuraman, Zeithaml & Berry, the most important determinant of service quality is: A. Responsiveness B. Reliability C. Assurance D. Empathy E. Tangibles
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.
