Dovid Shen is a business student eftaged in a mangement project for Orilize Business Services (OBB), a supplier of oflice equipment to a large smoug of (inkernational) custemers. Ohs opetahes. in the lususess dintwasess warket. David wants to fest the fallowing ly pothesse: (a) Pefline operwtonal definitian for "toervice queility" (2) marks) (b) Justify wealing vo ne suitable for the above care. (h) rurkin) (c) Devellop THREE (3) sarvey quxetions that would eneasure service quality tor sipport the hypecheses. (d) David Shen wants to provide an overview of the gender of the respondents in his sample. The gender is measured like this: What is your gender? (1) male (2) female. Explain TWO (2) quantitative analyses methods that can be used to analyze the collected data. (4 marks) (c) ligute Q.3(c) s.liciws the tesull of reliability unulysis for customer differentiation. Nof Cuses 1110 Nof lems =3 Alpha 0.5878 Figure Q3(c) : I Reliability Analysis (i) Interpret the above reliability analysis. (4 marks) (ii) Suggest to David on how to improve the above result. (4 marks) (f) Explain the biases that David could be minimized or avoided during the data analysis stage. (6 marks)