Watch this video for more details: https://youtu.be/0i74mYWi9cA
Pick a service establishment and then apply the servqual instrument available here: https://docs.google.com/document/d/1sifRgpsmC2NpF5OASKF4tAokqfz2hIMU4NNXxQsMAuk/mobilebasic
to measure service quality by administering it to 30 customers.
Identify whether there is a gap between expectations and performance
Identify what the service provider needs to do to close the gap.
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