Page 76 - Azerbaijan State University of Economics

THE JOURNAL OF ECONOMIC SCIENCES: THEORY AND PRACTICE, V.82, # 1, 2025, pp. 70-88

A company’s approach to service delivery reflects the relationship between service
quality and customer satisfaction. To measure customers’ perceptions of service
quality, a multidimensional tool known as SERVQUAL was developed and described
along with its potential applications. This tool comprises 22 items that assess various
aspects of service quality, categorized into five key dimensions (Parasuraman, A.;
Zeithaml, V.A.; Berry, L.L., 1988):
1. Tangibles: Physical facilities, equipment, and the appearance of personnel
2. Reliability: The ability to perform the promised service dependably and
accurately
3. Responsiveness: Willingness to help customers and provide prompt service
4. Assurance: Knowledge and courtesy of employees and their ability to convey
trust and confidence
5. Empathy: Caring and individualized attention provided to customers by the
firm
Table 1. Demographic Characteristics of the Respondents
Age n %
Under 26 51 37.5
27-35 48 35.3
36-44 24 17.6
44 and above 13 9.6
Total 136 100.0
Gender n %
Female 83 61.0
Male 53 39.0
Total 136 100.0
Marital Status n %
Married 64 47.1
Single 72 52.9
Total 136 100.0
Education Level n %
Secondary 20 14.7
University 105 77.2
Vocational/College 11 8.1
Toplam 136 100.0
Monthly Income n %
0-500 AZN 56 41.2
500-1000 AZN 50 36.8
1000-2000 AZN 23 16.9
2000+ AZN 7 5.1
Total 136 100.0
Source: Compiled by the authors

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