1.Discuss the most and least important of the five service quality dimensions. Why do you believe...

1.Discuss the most and least important of the five service quality dimensions. Why do you believe that most customers rank these two service quality dimensions in this particular order? 2. Is it always worthwhile to retain a customer? Provide an example. Pls help me,thank you

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Expert Solution

The five service quality dimensions as per SERVQUAL Instrument are - Reliability, Responsiveness, Assurance, Tangibility and Empathy.

The most important of the five service quality dimensions is reliability and least important is empathy.

Customers rank these two service quality dimensions in this particular order because of the following reasons –

Reliability means organizations must fulfil their promises and provide the product or service correctly as stated. It is the most important dimension for customer because if organisation and their products or services are reliable then only customers will initiate the purchase. So, it is the first and most important dimension considered by customers.

Empathy means provision of caring and paying personal attention to customers. Customers find it lease important because the importance of this dimension varies depending on the user’s state of mind and the circumstances as not all the customers requires personal attention.

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keosha answered 9 months ago

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