McqMate
These multiple-choice questions (MCQs) are designed to enhance your knowledge and understanding in the following areas: Master of Business Administration (MBA) .
Chapters
| 51. |
Perceived Service Quality concept includes which of the following? |
| A. | Credibility, Security, Process |
| B. | Access, Service, Communication |
| C. | Reliability, Courtesy, Communication |
| D. | Courtesy, Access, Choice |
| Answer» C. Reliability, Courtesy, Communication | |
| 52. |
Quality Gaps include: |
| A. | The Management Perception Gap; The Quality Specification Gap; The Service Delivery Gap |
| B. | The Management Perception Gap, The Market Communication Gap, The Quality Improvement Gap |
| C. | The Service Delivery Gap, The Market Communication Gap; The Information Gap |
| D. | The Service Delivery Gap, The Management Perception Gap, The implementation Gap |
| Answer» A. The Management Perception Gap; The Quality Specification Gap; The Service Delivery Gap | |
| 53. |
The Perceived Service Quality means that the perceived or experienced service is not consistent with the expected service. This gap results in the following: Which one is NOT true? |
| A. | An increase in corporate costs |
| B. | A negative impact on corporate or local image |
| C. | Bad word of mouth |
| D. | Negatively confirmed quality |
| Answer» A. An increase in corporate costs | |
| 54. |
The four unique elements to services include: |
| A. | Independence, intangibility, inventory, and inception |
| B. | Independence, increase, inventory, and intangibility |
| C. | Intangibility, inconsistency, inseparability, and inventory |
| D. | Intangibility, independence, inseparability, and inventory |
| Answer» C. Intangibility, inconsistency, inseparability, and inventory | |
| 55. |
Listing alternatives that will solve the problem at hand and determining the characteristics of each occurs during which stage of the final consumer’s decision process? |
| A. | Information search |
| B. | Purchase |
| C. | Evaluation of alternatives |
| D. | Post purchase |
| Answer» C. Evaluation of alternatives | |
| 56. |
The act of trading a desired product or service to receive something of value in return is known as which key concept in marketing? |
| A. | product |
| B. | exchange |
| C. | production |
| D. | customer |
| Answer» B. exchange | |
| 57. |
The most basic level of a product is called the: |
| A. | core product. |
| B. | central product. |
| C. | fundamental product. |
| D. | augmented product. |
| Answer» A. core product. | |
| 58. |
Whether to sell via intermediaries or directly to consumers, how many outlets to sell through, and whether to control or cooperate with other channel members are examples of decisions marketers must make about |
| A. | Promotion |
| B. | Price |
| C. | Distribution |
| D. | Product |
| Answer» C. Distribution | |
| 59. |
The solution to price competition is to develop a differentiated: |
| A. | product, price, and promotion. |
| B. | offer, delivery, and image. |
| C. | package and label. |
| D. | international Web site. |
| Answer» B. offer, delivery, and image. | |
| 60. |
Which of the following statements are incorrect? |
| A. | Services are intangible |
| B. | Services are perishable |
| C. | Services can be co‐produced with customers |
| D. | Services are invariable |
| Answer» D. Services are invariable | |
| 61. |
When a music concert is recorded in a CD, which of the following sentences are correct? |
| A. | The CD becomes a service |
| B. | The CD becomes a service product |
| C. | The CD becomes both neither product nor service |
| D. | The concert and the CD together become a service with a tangible product. |
| Answer» D. The concert and the CD together become a service with a tangible product. | |
| 62. |
Tell whether this statement is right or wrong: Service is somewhat like a rental. The statement is |
| A. | incorrect |
| B. | correct |
| C. | somewhat correct |
| D. | none of the above |
| Answer» B. correct | |
| 63. |
Services marketing area is an attractive area of study in India because: |
| A. | Services contribute to more than half of India’s GDP |
| B. | Services are delivered by more than half of India’s population |
| C. | Services are more important than agriculture and manufacturing |
| D. | All of the above |
| Answer» A. Services contribute to more than half of India’s GDP | |
| 64. |
You watch the mountains while travelling in a bus from one city to another. This is an example of |
| A. | superior service quality |
| B. | by‐service |
| C. | waste service |
| D. | augmented service |
| Answer» B. by‐service | |
| 65. |
Servicescape refers to: |
| A. | service landscape |
| B. | service factory |
| C. | place where the service is delivered |
| D. | beautiful service landscape |
| Answer» C. place where the service is delivered | |
| 66. |
In the service system, customers may specify their needs and expectations to the service provider. Such specifications are called |
| A. | feedback |
| B. | feed‐forward |
| C. | how and why specifications |
| D. | none of the above |
| Answer» B. feed‐forward | |
| 67. |
Services are delivered within the marketing environment. The macro‐environment can be analysed using which of the following tools? |
| A. | SWOT |
| B. | PEST |
| C. | TOWS |
| D. | None of the above |
| Answer» B. PEST | |
| 68. |
High speed Internet is an enabler between supplier push and consumer pull as reasons for growth in services. Other enabler is |
| A. | High‐Tech products |
| B. | High‐Tech services |
| C. | Low‐tech products |
| D. | Low‐tech services |
| Answer» A. High‐Tech products | |
| 69. |
The technological environment affects a company and its products and services. Information technology is capable of providing service outcomes which are: |
| A. | bit‐based |
| B. | atom‐based |
| C. | molecule‐based |
| D. | none of the above |
| Answer» A. bit‐based | |
| 70. |
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 | |
| 71. |
_____ 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 | |
| 72. |
_______ 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 | |
| 73. |
______ 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 | |
| 74. |
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 | |
| 75. |
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 | |
| 76. |
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 | |
| 77. |
______ 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 | |
| 78. |
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 | |
| 79. |
______ are customers who have an above average propensity to complain. |
| A. | Irates |
| B. | Voicers |
| C. | Activists |
| D. | None of the above |
| Answer» B. Voicers | |
| 80. |
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 | |
| 81. |
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 | |
| 82. |
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 | |
| 83. |
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 | |
| 84. |
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 | |
| 85. |
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 | |
| 86. |
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 | |
| 87. |
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 | |
| 88. |
A service guarantee must not be _____ |
| A. | Conditional |
| B. | Meaningful |
| C. | Easy to invoke |
| D. | Easy to communicate |
| Answer» C. Easy to invoke | |
| 89. |
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 | |
| 90. |
Which amongst the following is a dimension of credence qualities? |
| A. | Competence |
| B. | Communications |
| C. | Tangibility |
| D. | Responsiveness |
| Answer» A. Competence | |
| 91. |
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. | |
| 92. |
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 | |
| 93. |
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 | |
| 94. |
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 | |
| 95. |
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 | |
| 96. |
……….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 | |
| 97. |
Which of the following is difficult to evaluate? |
| A. | Jewellery |
| B. | Auto repair |
| C. | Furniture |
| D. | Clothing |
| Answer» B. Auto repair | |
| 98. |
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 | |
| 99. |
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 | |
| 100. |
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 | |
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