The research exploring the relative importance of service dimensions on overall service quality or customer satisfaction has confirmed _____ as the most critical dimension.

Question

Quizplus · Accepted Answer

Research has consistently shown that reliability is the most important service dimension in influencing overall service quality or customer satisfaction. Reliability refers to the ability to perform the promised service dependably and accurately. It is the fundamental aspect of service quality and is a prerequisite for other dimensions to be effective.

The Research Exploring the Relative Importance of Service Dimensions on Overall