McqMate
These multiple-choice questions (MCQs) are designed to enhance your knowledge and understanding in the following areas: Master of Business Administration (MBA) .
Chapters
| 1. |
Who has developed the GASs Model? |
| A. | Zeithmal and Bitner |
| B. | Zeithmal and Berry |
| C. | Zeithmal, Parsuraman and Bitner |
| D. | Zeithmal, Parsuraman and Berry |
| Answer» C. Zeithmal, Parsuraman and Bitner | |
| 2. |
_____ extended the GAPs Model by _____ GAPs. |
| A. | ArashShahin; 2 |
| B. | Dwayne D Gremler; 2 |
| C. | ArashShahin; 3 |
| D. | Dwayne D Gremler; 3 |
| Answer» C. ArashShahin; 3 | |
| 3. |
_______ are attributes that can be discerned only after purchase or during consumption |
| A. | Search Qualities |
| B. | Experience Qualities |
| C. | Credence Qualities |
| D. | None of the above |
| Answer» A. Search Qualities | |
| 4. |
______ are attributes that a customer might find difficult to evaluate even after production or consumption. |
| A. | Search Qualities |
| B. | Experience Qualities |
| C. | Credence Qualities |
| D. | None of the above |
| Answer» C. Credence Qualities | |
| 5. |
The highest level of Customer Expectation is _____ |
| A. | Ideal Expectation |
| B. | Normative Expectation |
| C. | Acceptable Expectation |
| D. | None of the above |
| Answer» C. Acceptable Expectation | |
| 6. |
Which of the following factors does not influence adequate service? |
| A. | Lasting service intensifiers |
| B. | Temporary service intensifiers |
| C. | Self-perceived service role |
| D. | None of the above |
| Answer» A. Lasting service intensifiers | |
| 7. |
Which of the following does not contribute to Predicted Service? |
| A. | Word of mouth |
| B. | Past experience |
| C. | Personal needs |
| D. | Implicit service promises |
| Answer» A. Word of mouth | |
| 8. |
______ dimension of service quality refers to the employees’ knowledge and courtesy and their ability to inspire trust and confidence. |
| A. | Reliability |
| B. | Assurance |
| C. | Responsiveness |
| D. | None of the above |
| Answer» B. Assurance | |
| 9. |
Who formulated the SERVQUAL Scale? |
| A. | Zeithmal and Bitner |
| B. | Zeithmal and Berry |
| C. | Zeithmal, Parsuraman and Bitner |
| D. | Zeithmal, Parsuraman and Berry |
| Answer» C. Zeithmal, Parsuraman and Bitner | |
| 10. |
______ are customers who have an above average propensity to complain. |
| A. | Irates |
| B. | Voicers |
| C. | Activists |
| D. | None of the above |
| Answer» B. Voicers | |
| 11. |
The gap between a customer’s desired service expectation and the adequate service expectation is |
| A. | Zone of tolerance |
| B. | Predicted service expectation |
| C. | Derived service expectation |
| D. | Implicit service promise |
| Answer» C. Derived service expectation | |
| 12. |
The ability of the service provider and his employees to use their knowledge and courteous behavior to instill trust and confidence in customers regarding the service is referred to as: - |
| A. | Assurance |
| B. | Responsiveness |
| C. | Empathy |
| D. | Reliability |
| Answer» A. Assurance | |
| 13. |
When a firm’s service quality specification does not match with customer expectations the gap between the two is known as ______. |
| A. | Standard gap |
| B. | Service performance gap |
| C. | Communication gap |
| D. | Market information gap |
| Answer» A. Standard gap | |
| 14. |
A consumer has taken a club membership for his entire family. What kind of needs does he hope to fulfill by availing the club’s services? |
| A. | Self actualization needs |
| B. | Security needs |
| C. | Social needs |
| D. | Physiological needs |
| Answer» C. Social needs | |
| 15. |
Which of the following is not a factor that will influence customer satisfaction or dissatisfaction during the service encounter? |
| A. | Spontaneity |
| B. | Image |
| C. | Empathy |
| D. | Recovery |
| Answer» C. Empathy | |
| 16. |
A consumer took a decision to undergo painting classes. Which need is he intending to satisfy by doing so? |
| A. | Ego |
| B. | Psychological |
| C. | Self-actualization |
| D. | None of the above |
| Answer» B. Psychological | |
| 17. |
Personal services like tooth whitening and plastic surgery satisfy ____ needs of a person. |
| A. | Ego |
| B. | Psychological |
| C. | Self-actualization |
| D. | Safety |
| Answer» D. Safety | |
| 18. |
Which of the following is not a evidence of service as experienced by the customer? |
| A. | People |
| B. | Process |
| C. | Procedure |
| D. | Physical Evidence |
| Answer» B. Process | |
| 19. |
A service guarantee must not be _____ |
| A. | Conditional |
| B. | Meaningful |
| C. | Easy to invoke |
| D. | Easy to communicate |
| Answer» C. Easy to invoke | |
| 20. |
Out of the following circumstances, a service guarantee should be used when: - |
| A. | Service quality is truly uncontrollable |
| B. | Customers perceive high risk in the service |
| C. | Guarantee does not fit the company’s image |
| D. | Existing service quality in the company is poor |
| Answer» B. Customers perceive high risk in the service | |
| 21. |
Which amongst the following is a dimension of credence qualities? |
| A. | Competence |
| B. | Communications |
| C. | Tangibility |
| D. | Responsiveness |
| Answer» A. Competence | |
| 22. |
Which of the following is true as per Pareto’s rule? |
| A. | 15% of customers generate 75% of the revenues of an organization. |
| B. | 20% of customers generate 80% of the revenues of an organization. |
| C. | 30% of customers generate 85% of the revenues of an organization. |
| D. | 15% of customers generate 90% of the revenues of an organization. |
| Answer» B. 20% of customers generate 80% of the revenues of an organization. | |
| 23. |
Identify the risk that arises from a bad product/service choice, that harms one’sself image. |
| A. | Psychological risk |
| B. | Physical risk |
| C. | Social risk |
| D. | Time risk |
| Answer» B. Physical risk | |
| 24. |
The ability of the service provider to accurately perform the promised service is referred to as: - |
| A. | Assurance |
| B. | Responsiveness |
| C. | Reliability |
| D. | Tangibles |
| Answer» A. Assurance | |
| 25. |
Which of the following is not an external factor that influences consumer behavior? |
| A. | Social class |
| B. | Culture |
| C. | Service personnel behavior |
| D. | Reference groups |
| Answer» C. Service personnel behavior | |
| 26. |
Which of the following is not a factor that will influence customer satisfaction or dissatisfaction during the service encounter? |
| A. | Spontaneity |
| B. | Image |
| C. | Empathy |
| D. | Recover |
| Answer» A. Spontaneity | |
| 27. |
……….is the difference between customer expectations and perceptions. |
| A. | Customer Delight |
| B. | Customer Satisfaction |
| C. | Customer Gap |
| D. | The supplier Gap |
| Answer» C. Customer Gap | |
| 28. |
Which of the following is difficult to evaluate? |
| A. | Jewellery |
| B. | Auto repair |
| C. | Furniture |
| D. | Clothing |
| Answer» B. Auto repair | |
| 29. |
Evaluation of Medical Diagnosis service is mainly depends on |
| A. | High in experience quality |
| B. | High in credence quality |
| C. | High in search quality |
| D. | Both a and c |
| Answer» B. High in credence quality | |
| 30. |
The level of service consumers actually expect from a service firm is the: |
| A. | Adequate service level. |
| B. | Desired service level. |
| C. | Ideal service level. |
| D. | Predicted service level |
| Answer» D. Predicted service level | |
| 31. |
Consumer behaviour is a term that refers to |
| A. | Organizational and institutional buying behaviour |
| B. | Organizational and consumer buying behaviour |
| C. | Commercial and government buying behaviour |
| D. | Individual and/or household buying behavior |
| Answer» D. Individual and/or household buying behavior | |
| 32. |
Which of the following is NOT an example of consumer behaviour: |
| A. | Claire buying a new car |
| B. | Ashley buying a new home theatre/cinema system |
| C. | Sarah deciding on a college or university to attend |
| D. | Marcus ordering a new computer system for his work |
| Answer» D. Marcus ordering a new computer system for his work | |
| 33. |
Which of the following is NOT an internal factor that influences the consumer product acquisition process include |
| A. | Learning |
| B. | Family |
| C. | Self-concept |
| D. | Perceptions |
| Answer» B. Family | |
| 34. |
With respect to consumer behaviour, one's friends, and relatives could be considered a: |
| A. | Impersonal influence |
| B. | Reference group influence |
| C. | Perceptual influence |
| D. | Institutional influences |
| Answer» B. Reference group influence | |
| 35. |
With respect to consumer behaviour, the function of one's perceptions, learning and memory processes is to: |
| A. | Attend to messages |
| B. | Filter messages |
| C. | Store messages |
| D. | All of the above |
| Answer» D. All of the above | |
| 36. |
Which of the following is typically NOT a result of recognizing the importance of ethnic groups by marketers? |
| A. | Use of an undifferentiated one-size-fits-all marketing strategy |
| B. | Different pricing strategies for different groups |
| C. | Variations in product offerings to suit the wants of a particular group |
| D. | Study of ethnic buying habits to isolate market segments |
| Answer» A. Use of an undifferentiated one-size-fits-all marketing strategy | |
| 37. |
The single group within society that is most vulnerable to reference group influence is |
| A. | The older consumer who feels somewhat left out of things |
| B. | Married women, many of whom feel a need for stability in their lives |
| C. | New immigrants who really want to assimilate into their new culture |
| D. | Children, who base most of their buying decisions on outside influences |
| Answer» D. Children, who base most of their buying decisions on outside influences | |
| 38. |
Which of the following can be described as an affective mental state? |
| A. | Attitudes |
| B. | Opinions |
| C. | Values |
| D. | Conative |
| Answer» A. Attitudes | |
| 39. |
Early adopters, of which opinion leaders are large comprised, tend to be: |
| A. | Generalized; that is, they tend to lead the group on most issues |
| B. | More likely to buy new products before their friends do and voice their opinions about them |
| C. | From the upper class; people from other classes are more likely to be followers |
| D. | Quiet, withdrawn people who don't make fashion statements or take risks easily |
| Answer» B. More likely to buy new products before their friends do and voice their opinions about them | |
| 40. |
An imbalance between a consumer's actual and desired state in which recognition that a gap or problem needs resolving is called |
| A. | Motive development |
| B. | An attitudes |
| C. | A self-concept |
| D. | Product Evaluation |
| Answer» A. Motive development | |
| 41. |
__________cost refers to the product’s purchase cost plus the discounted cost of maintenanceand repair less the discounted salvage value |
| A. | Total |
| B. | Variable |
| C. | Life cycle |
| D. | Net |
| Answer» C. Life cycle | |
| 42. |
Successful service companies focus their attention on both their customers and their employees.They understand ___________________, which links service firm profits with employee |
| A. | Customer satisfaction. |
| B. | Internal marketing |
| C. | Service-profit chains |
| D. | Interactive marketing |
| Answer» C. Service-profit chains | |
| 43. |
If a firm is practicing ____________________, the firm is training and effectively motivating its customer-contact employees and all of the supporting service people to work as a team to providecustomer satisfaction. |
| A. | Double-up marketing |
| B. | Internal marketing |
| C. | Interactive marketing |
| D. | Service marketing |
| Answer» B. Internal marketing | |
| 44. |
Which of the following is not an element of physical evidence? |
| A. | Employee Dress |
| B. | Employee Training |
| C. | Equipment |
| D. | Facility Design |
| Answer» B. Employee Training | |
| 45. |
Which of the following is not an element of people? |
| A. | Motivation |
| B. | Teamwork |
| C. | Flow of activities |
| D. | Customer training |
| Answer» C. Flow of activities | |
| 46. |
Standardized and customized flow of activities, simple and complex number of steps and customer involvement by which a service is delivered is called |
| A. | Place Mix |
| B. | Physical evidence mix |
| C. | Process mix |
| D. | People mix |
| Answer» C. Process mix | |
| 47. |
____________ is a tool for simultaneously depicting the service process, the points of customer contact and the evidence of service from the customer’s point of view. |
| A. | Front of Planning |
| B. | Service Blueprinting |
| C. | Service standardization |
| D. | None of these |
| Answer» B. Service Blueprinting | |
| 48. |
__________ is the physical surroundings or the physical facility where the service is produced, delivered and consumed. |
| A. | Servicespace |
| B. | Servicescape |
| C. | Serviceplace |
| D. | Servicescope |
| Answer» B. Servicescape | |
| 49. |
__________ are the only service distributors which do not require direct human interactions. |
| A. | Electronic channels |
| B. | SST’s |
| C. | Direct Service channels |
| D. | Speculative channels |
| Answer» A. Electronic channels | |
| 50. |
In the absence of a physical product, service providers need to consider the use of______________ that enable customers to make a judgment on the service quality. |
| A. | Intangible clues |
| B. | Tangible clues |
| C. | Blueprint |
| D. | Performance measures |
| Answer» B. Tangible clues | |
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