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Researchers identified five determinants of service quality. They are reliability, responsiveness, assurance, empathy, and tangibles. Based on these five factors, researchers developed the 21-item SERVQUAL
Researchers identified five determinants of service quality. They are reliability, responsiveness, assurance, empathy, and tangibles. Based on these five factors, researchers developed the 21-item SERVQUAL scale. Although all five determinants are important for service quality, pick three determinants that you believe as the most important determinants for your service to your target customers and briefly explain why (or use the case of nursing service as the product))))
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