Ans:-
objective; abstract
A car is an objective concept as it has a definite material existence and it can be touched and felt. Moreover, it can be quantified and expressed in numerical terms. For example one can count the exact number of cars produced and/or sold by a company. Further, it is made up of different spare parts, which can be seen and counted.
Service quality on the other hand is an abstract concept as service itself is abstract in nature. Service does not have a physical existence unlike a product (such as a car) and it is based on a person’s ideas and perceptions. Hence measurement of service quality is not objective in nature and is based on judgment of a person and is thus abstract in nature.
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