Explain What SERVQUAL Is and How It Is Used in Services

question 24

Essay

Explain what SERVQUAL is and how it is used in services.

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Definitions:

Cost of Equity

The return that investors require for their investment in a company, essentially the amount a firm must pay to retain its equity investors.

MIRR

Modified Internal Rate of Return; a financial metric that adjusts the traditional IRR to account for differences in reinvestment rates and financing costs.

Internal Rate

Commonly known as the Internal Rate of Return (IRR), it represents the interest rate at which the net present value of all the cash flows (both positive and negative) from a project or investment equals zero.

Modified Internal Rate

A version of the internal rate of return (IRR) adjusted for scale and risk, providing a more accurate reflection of an investment's profitability.