Answered: What are the determinants of service…

Principles Of Marketing

17th Edition

ISBN:9780134492513

Author:Kotler, Philip, Armstrong, Gary (gary M.)

Publisher:Kotler, Philip, Armstrong, Gary (gary M.)

Chapter1: Marketing: Creating Customer Value And Engagement

Section: Chapter Questions

Problem 1.1DQ

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1. What are the determinants of service quality?
2. Explain the service quality model and each gap of the model.
3. What are prevention, appraisal, and failure (internal and external) costs.

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1. Service quality is defined by the customer's perception of a service's eminence or worth. It is affected by a number of things, which are known to affect service quality. Some of the most significant factors that influence service quality are listed below:

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