QUESTION $2$

Refer to the Gary Rom case study in the case study book.

Service quality $($SQ$)$ is determined by the difference between customer expectations of a service $($E$)$ and their perception of the service they actually received $($P$).$ This can be expressed by the following equation:

SQ $=$ P$$E

Break down each element in this equation and explain the relationship between these variables $($SQ$,$ P and E$).$ Use practical examples based on the Gary Rom case study to illustrate your understanding.

Mark allocation: $2$ marks will be awarded for the theoretical discussion of each variable $(6$ marks$)$; $2$ marks will be awarded for the practical application of each variable $(6$ marks$)$; and $4$ marks will be awarded for describing the relationship between the variables $(4$ marks$).$