The two most important drivers of service quality are _____ and _____.
A)time; convenience
B)people; technology
C)satisfaction; feedback
D)expectation; actual delivery

Question

Quizplus · Accepted Answer

People, meaning employees, are crucial in delivering quality service as they interact directly with customers. Technology plays an increasingly important role in improving service quality, efficiency and speed. While the other options may be important factors, people and technology are the most critical drivers of service quality.

The Two Most Important Drivers of Service Quality Are _____