According to Parasuraman, Zeithaml & Benny, the most important determinant of service quality is: (2024)

FAQs

According to Parasuraman, Zeithaml & Benny, the most important determinant of service quality is:? ›

According to Parasuraman, Zeithaml & Benny, the most important determinant of service quality is Reliability. Reliability is the degree of consistency of a measure.

According to Parasuraman, Zeithaml & Berry, the most important determinant of service quality is reliability.

Responsiveness. Responsiveness is the willingness to help customers and provide prompt service. Responding quickly to customer questions and concerns is vital, especially in today's fast-paced world. Responsiveness even applies when customers are slow in responding to you.

The SERVQUAL model was made of ten dimensions of service quality when created; tangibles, reliability, responsiveness, communication, credibility, security, competence, courtesy, understanding the customer, and access, Parasuraman et al., (1985, p.

Competence is not a determinant of service quality. It is a characteristic of a person to do a task well.

Reliability: ability to perform the promised service dependably and accurately.

This model is based on the analysis of expectations and perceptions of users of health services, by means of five dimensions: tangibility, reliability, responsiveness, assurance and empathy.

When customer expectations are confirmed by perceptions, service quality is considered satisfactory. According to the SERVQUAL quality assessment instrument, responsiveness is the most important dimension of service quality.

Price is perhaps the most obvious determinant of supply. As the price of a firm's output increases, it becomes more attractive to produce that output and firms will want to supply more. Economists refer to the phenomenon that quantity supplied increases as price increases as the law of supply.

Factors affecting quality of life specifically include physical functioning and cognitive ability, depression and other comorbidities, loneliness and social functioning [1,7,8,10,18,19,22,24,27–31]. Sex, age, education, or marital status are of lesser importance in the elderly group [6].

What are the five dimensions of service quality proposed by a Parasuraman Valarie Zeithaml and Leonard L Berry 1985? ›

... In the American school perspective, service quality has been defined around five dimensions: tangibles, reliability, responsiveness, assurance and empathy (Parasuraman et al., 1985 (Parasuraman et al., , 1988 .

service quality by applying six dimensions: tangibles, empathy, reliability and security, price, online banking and convenience.

It is based on the assumption that service quality is a function of difference gap between customer expectation and perception along 5 quality determination: reliability, tangibility, responsiveness, empathy. between service quality and customer satisfaction.

Determinants of quality • Quality of design – Determine what its customers wants after identifying the customers. Quality capability of production processes. Quality of conformance • Quality of customer service. Organization quality culture.

Tangibility is the key determinant of whether a product should be classified as a product or a service. A product is a tangible object which can easily be touched, seen, felt or smell. A service is a non tangible. It cannot be touched, seen or felt.

Quality service is essential for a successful business, and there are four major determinants that contribute to it. These four determinants are tangibility, reliability, responsiveness, and assurance.

In the American school perspective, service quality has been defined around five dimensions: tangibles, reliability, responsiveness, assurance and empathy (Parasuraman et al., 1985 (Parasuraman et al., , 1988 .

Parasuraman, Valarie Zeithaml, and Leonard L. Berry in 1985 to measure and drive quality in the service and retail sector. The SERVQUAL model is a framework for measuring service quality and customer satisfaction through five dimensions: reliability, responsiveness, assurance, tangibles, and empathy.