Science · Library Service Quality
The SERVQUAL model developed by Parasuraman, Zeithaml, and Berry identifies five dimensions of service quality. Multiple empirical studies show that from the customer's perspective, which dimension is generally rated as the most critical/impactful?
Verified Solution4 OptionsUpdated: October 2026👁️1 View
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- 1Empathy
- 2Responsiveness
- 3Reliability✓
- 4Tangibles
Correct answer
Reliability
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