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SECTION B: (50 MARKS) Choose any TWO (2) questions. Each question is equivalent to 25 marks. Question 2 (25 marks) a) Explain briefly all the

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SECTION B: (50 MARKS) Choose any TWO (2) questions. Each question is equivalent to 25 marks. Question 2 (25 marks) a) Explain briefly all the gaps within the Conceptual Gap Model of Service Quality. Illustrate your answer with a diagram of the model. [15 marks] b) Identify ONE of the gaps above and explain in detail what factors contribute to the size of the gap? [10 marks]

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