Professional Documents
Culture Documents
SPRINGBOARD
INSTRUCTIONS TO CANDIDATES
Time allowed is 2 hours
Answer 3 (THREE) out of 5 (FIVE) Questions
All questions carry EQUAL marks
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B7MK110
Question 1
a) List the FIVE elements of the SERVQUAL model used for assessing
online service quality. (10 marks )
b) Discuss THREE of the key elements of the SERVQUAL model using
examples from a website that you are familiar with. Support your answer
with examples from industry. (3 x 30 marks)
Question 2
Question 3
(100 marks)
Question 4
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B7MK110
Question 5
(100 Marks )
END OF EXAMINATION
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