Question: Quick & Easy ( QE ) , a global e - commerce retailer is experiencing declining customer satisfaction scores. To address this issue, QE decides

Quick & Easy (QE), a global e-commerce retailer is experiencing declining customer
satisfaction scores. To address this issue, QE decides to conduct a comprehensive
customer service assessment using the SERVQUAL model.
Analyse how the retailer can apply the SERVQUAL dimensions of reliability, assurance,
tangibles, empathy, and responsiveness to identify specific service gaps and develop
strategies to enhance customer satisfaction.

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