Top 250+ Solved Service Marketing MCQ Questions Answer
Q. Select name of the country having maximum percent of GDP attributed to services
a. United States
b. China
c. Germany
d. India
Q. Which of the following is not an element of physical evidence?
a. Employee dress
b. Employee Training
c. Equipment
d. Facility design
Q. Which of the following is not an element of People?
a. Motivation
b. Teamwork
c. Flow of activities
d. Customer training
Q. Standardized and customized flow of activities, simple and complex number ofsteps and customer involvement by which a service is delivered is called……..
a. Place Mix
b. Physical Evidence Mix
c. Process Mix
d. People Mix
Q. .………………..is the environment in which the service is delivered and where the firm and customer interact and any tangible components that facilitate performance or communication of the service.
a. Physical evidence
b. Process
c. Place
d. People
Q. “All human actors who play a part in service delivery and thus influence the buyer’s perceptions: namely, the firm’s personnel, the customer and other customers in the service environment.”
a. Process
b. Physical Environment
c. People
d. Place
Q. . ……………is the difference between customer expectations and perceptions.
a. Customer Delight
b. Customer Satisfaction
c. Customer Gap
d. The supplier Gap
Q. Which of the following is difficult to evaluate?
a. Jewellery
b. Auto repair
c. Furniture
d. Clothing
Q. 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
Q. …………..is defined a the caring, individualized attention that the firm providesits customers.
a. Empathy
b. Responsiveness
c. Sympathy
d. Assurance
Q. Which of the following is not a type of Service encounters?
a. Remote encounters
b. Phone encounters
c. Face to face encounters
d. Check in Encounters
Q. ………………..is a tool for simultaneously depicting the service process, thepoints of customer contact, and the evidence of service from the customer’s point of
a. Front end planning
b. Service Blueprinting
c. Service Standardization
d. Service Culture
Q. ………………is the physical surroundings or the physical facility where theservice is produced, delivered and consumed.
a. Service space
b. Service scape
c. Service place
d. Service scope
Q. “…….is the culture where an appreciation for good service exists and where giving good service to internal as well as ultimate, external customers is considered a natural way of life and one of the most important norms by everyone.”
a. Service culture
b. Corporate culture
c. Service Triangle
d. Service Quality Dimensions
Q. SSTs stands for…….
a. Stable Service Technologies
b. Social Service Technologies
c. Smart Service Technologies
d. Self Service Technologies