MANAGEMENT

Detailed explanation-1: -"Customer satisfaction” is a term marketing, public relations and customer service departments use to refer to how services or products influence a customer’s view of a brand. Evaluating customer satisfaction is a useful way to determine if a business’s products, experiences or services meet customer expectations.

Detailed explanation-2: -Solution(By Examveda Team) According to Parasuraman, Zeithaml & Berry, the most important determinant of service quality is reliability.

Detailed explanation-3: -Servicescape: A physical setting where services are produced, delivered, and consumed and consists of the conditions, layout, and any symbols or imagery in the space that influence the creation and delivery of services, the perceived quality of services, and transactions between service providers and customers.

Detailed explanation-4: -Zones of tolerance are a source of desired expectations. A customer’s personal service philosophy is an influence on his/her adequate service expectations. A customer’s perceived service alternatives are a source of desired expectations.