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What is Testing Attribute Importance in Service Quality about?

This document discusses testing the Parasuraman-Berry-Zeithaml conjecture that the greater the importance of a service quality attribute, the thinner the tolerance zone for that attribute. It presents the conceptual framework and methodology used. The methodology involved collecting data using a three-column SERVQUAL questionnaire to compute importance weights and tolerance widths for service quality attributes of postal services in Brazil. Correlation analysis found a significant negative correlation betwe

Author

Zaidatul Zahraa Zain

Language

EN