Top 250+ Solved Services Marketing MCQ Questions Answer
Q. ______ dimension of service quality refers to the employees’ knowledge and courtesyand their ability to inspire trust and confidence.
a. Reliability
b. Assurance
c. Responsiveness
d. None of the above
Q. Who formulated the SERVQUAL Scale?
a. Zeithmal and Bitner
b. Zeithmal and Berry
c. Zeithmal, Parsuraman and Bitner
d. Zeithmal, Parsuraman and Berry
Q. ______ are customers who have an above average propensity to complain.
a. Irates
b. Voicers
c. Activists
d. None of the above
Q. The gap between a customer’s desired service expectation and the adequate serviceexpectation is
a. Zone of tolerance
b. Predicted service expectation
c. Derived service expectation
d. Implicit service promise
Q. 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
Q. When a firm’s service quality specification does not match with customerexpectations the gap between the two is known as ______.
a. Standard gap
b. Service performance gap
c. Communication gap
d. Market information gap
Q. A consumer has taken a club membership for his entire family. What kind of needsdoes he hope to fulfill by availing the club’s services?
a. Self actualization needs
b. Security needs
c. Social needs
d. Physiological needs
Q. 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
Q. A consumer took a decision to undergo painting classes. Which need is he intending tosatisfy by doing so?
a. Ego
b. Psychological
c. Self-actualization
d. None of the above
Q. Personal services like tooth whitening and plastic surgery satisfy ____ needs of a person.
a. Ego
b. Psychological
c. Self-actualization
d. Safety
Q. Which of the following is not a evidence of service as experienced by the customer?
a. People
b. Process
c. Procedure
d. Physical Evidence
Q. A service guarantee must not be _____
a. Conditional
b. Meaningful
c. Easy to invoke
d. Easy to communicate
Q. 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
Q. Which amongst the following is a dimension of credence qualities?
a. Competence
b. Communications
c. Tangibility
d. Responsiveness
Q. 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.