Questions and answers for exam Preparation

MCQs

Total Questions : 204 | Page 1 of 21 pages

Question 1. Choose the incorrect statement regarding the need for quality.

Markets have become more competitive
Quality provides sustained performance
Quality provides customer satisfaction
It is the trend nowadays to introduce quality

Discuss Question

Answer: Option D. -> It is the trend nowadays to introduce quality
Answer: (d).It is the trend nowadays to introduce quality

Question 2. Michael bought a new washing machine which is not performing its primary function of washing clothes properly. What should the executive at customer care suggest Michael?

To sell the washing machine
To buy a new washing machine
To assure the customer that a specialist will visit their house the following day
To lease the washing machine

Discuss Question

Answer: Option C. -> To assure the customer that a specialist will visit their house the following day
Answer: (c).To assure the customer that a specialist will visit their house the following day

Question 3. Quality is fitness for use. Identify the quality guru who said this.

Deming
Crosby
Juran
Taguchi

Discuss Question

Answer: Option C. -> Juran
Answer: (c).Juran

Question 4. How can quality be quantified? (Q=Quality, P=Performance, E=Expectations)

Q=P/E
Q=P+E
Q=P-E
Q=P*E

Discuss Question

Answer: Option A. -> Q=P/E
Answer: (a).Q=P/E

Question 5. Quality is conformance to requirements. Identify the quality guru who said this.

Ishikawa
Crosby
Ohno
Deming

Discuss Question

Answer: Option B. -> Crosby
Answer: (b).Crosby

Question 6. Which of the following is not a technique to study the ‘service quality gap’?

Surveys
Online Research
Focus Groups
Asking the boss of the company

Discuss Question

Answer: Option D. -> Asking the boss of the company
Answer: (d).Asking the boss of the company

Question 7. If the time taken to respond to customer complaints is less, which dimension of ‘service quality’ is strongly promoted?

Responsiveness
Aesthetics
Empathy
Durability

Discuss Question

Answer: Option A. -> Responsiveness
Answer: (a).Responsiveness

Question 8. Which of the following is incorrect while referring to challenges faced while ensuring service quality?

Customer expectations change over a period of time
Different customers can have different expectations
Customer expectations do not change at all
Knowledge of all customers about the service may not be the same

Discuss Question

Answer: Option C. -> Customer expectations do not change at all
Answer: (c).Customer expectations do not change at all

Question 9. Company A and Company B are two social networking service companies. It has been found that Company A shares a user’s private information with undetectable sources while Company B is not accused of any such activities. Which dimension of ‘service quality’ is at stake?

Security
Empathy
Responsiveness
Durability

Discuss Question

Answer: Option A. -> Security
Answer: (a).Security

Question 10. Amit is a Hindi speaking person. He resides in Chennai. He had to visit the Passport Office in Chennai to rectify some of the problems he was facing. He was surprised to find the staff at the Passport Office speaking in different languages. Name the dimension of ‘service quality’ which was enforced.