Parasuraman (A. Parasuraman)

A. Parasuraman is a renowned researcher known for his work on service quality and customer satisfaction. He co-developed the SERVQUAL model, a tool used by organizations to measure the gap between customer expectations and actual service delivered. This model helps businesses identify areas for improvement to enhance customer experiences. Parasuraman’s contributions have significantly influenced how companies understand and manage service quality, aiming to meet or exceed customer needs effectively. His work emphasizes that understanding customer perceptions is key to delivering high-quality services and fostering loyalty.