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