MCQOPTIONS
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MCQOPTIONS
This section includes 37 Mcqs, each offering curated multiple-choice questions to sharpen your Master of Business Administration (MBA) knowledge and support exam preparation. Choose a topic below to get started.
| 1. |
Which of the following features separate services from products? i. Perishability ii Intangibility iii Reliability iv Inseparability |
| A. | Only ii |
| B. | i, ii and iii |
| C. | i, ii and iv |
| D. | ii, iii, and iv |
| Answer» C. i, ii and iv | |
| 2. |
Which of the following attributes of services make it difficult for a service provider to evaluate them when compared to goods? |
| A. | High search and experience quality |
| B. | High experience and credence quality |
| C. | High credence and search quality |
| D. | Both b and c |
| Answer» C. High credence and search quality | |
| 3. |
In planning a service process, a service provider takes all the following important decisions except |
| A. | Conversion process |
| B. | Legal restrictions |
| C. | Flow of process |
| D. | Layout design |
| Answer» C. Flow of process | |
| 4. |
Co-production of services is made possible due to the __________ inherent in the productionofservices. |
| A. | Homogeneity |
| B. | Intangibility |
| C. | Heterogeneity |
| D. | Inseparability |
| Answer» E. | |
| 5. |
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» B. An attitudes | |
| 6. |
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» B. Service performance gap | |
| 7. |
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» B. Image | |
| 8. |
Top firms audit service performance by collecting measurements to probe customer satisfiers and dissatisfiers. |
| A. | Customer satisfier |
| B. | Customer complaint |
| C. | Voice of the customer |
| D. | Psychological |
| Answer» E. | |
| 9. |
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» C. waste service | |
| 10. |
Compared with low-contact services, customers of high-contact services are more likely to judgeservice quality on the basis of: |
| A. | Price of the service |
| B. | Processes used in carrying out the service |
| C. | Intangible outcomes eg. The performance of an investment portfolio |
| D. | Tangible outcomes |
| Answer» C. Intangible outcomes eg. The performance of an investment portfolio | |
| 11. |
Eating out in a restaurant with white linen napkins, candlelight, and a wine list is an example of which of the following categories? |
| A. | A pure tangible good |
| B. | A tangible good with accompanying services |
| C. | A hybrid |
| D. | A major service with accompanying minor goods and services |
| Answer» D. A major service with accompanying minor goods and services | |
| 12. |
______ 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» C. Responsiveness | |
| 13. |
Which of the following may not be an objective of focusing on physical evidence by a service firm? |
| A. | Differentiation from competitors |
| B. | Increased productivity |
| C. | Creating a good impression |
| D. | Creating awareness about its services |
| Answer» B. Increased productivity | |
| 14. |
Services such as hospitals, physicians, group practices and home health care that providephysical care to consumers is known as _________. |
| A. | business services. |
| B. | hospitality services. |
| C. | health care services. |
| D. | professional services. |
| Answer» D. professional services. | |
| 15. |
Which type of positioning involves communicating two or more contradicting features? |
| A. | Under positioning |
| B. | Over positioning |
| C. | Confused positioning |
| D. | Irrelevant positioning |
| Answer» B. Over positioning | |
| 16. |
Professionals such as Doctors, Lawyers or Photographers often charge for missed appointments |
| A. | Services are inseparable from their providers |
| B. | Services cannot be inventoried |
| C. | They prefer to avoid such clients |
| D. | To reduce their workload |
| Answer» D. To reduce their workload | |
| 17. |
Which of the following statements can be associated with the phenomenon of Marketing Myopia? |
| A. | The firm produces large quantities of products to decrease the cost per unit, ignoring market requirements |
| B. | The firm believes that there are no major competitors |
| C. | The firm increases the product price, in the belief that general public is growing richer by the day |
| D. | All of the above |
| Answer» E. | |
| 18. |
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» C. Self-actualization | |
| 19. |
The leisure and hospitality industry comprises a variety of services. Which of the following is not one of them? |
| A. | Food service |
| B. | Lodging |
| C. | Travel and tourism |
| D. | All the above are part of the hospitality industry |
| Answer» E. | |
| 20. |
Which among the following is not one of the requirements for effective segmentation of markets? |
| A. | Measurability |
| B. | Accessibility |
| C. | Substitutability |
| D. | Validity |
| Answer» C. Substitutability | |
| 21. |
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» D. Physiological needs | |
| 22. |
The importance of physical environment as an element of physical evidence springs forth through all of the following except |
| A. | Layout |
| B. | Communications |
| C. | Atmosphere |
| D. | Aesthetics |
| Answer» D. Aesthetics | |
| 23. |
The kind of reduction made to those buyers who buy large volumes of products is classified as |
| A. | cash discount |
| B. | seasonal discount |
| C. | functional discount |
| D. | quantity discount |
| Answer» E. | |
| 24. |
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» D. Post purchase | |
| 25. |
The intangible aspect of a service spring forth for which of the following service product levels? |
| A. | Actual product level |
| B. | Core product level |
| C. | Augmented product level |
| D. | Potential product level |
| Answer» C. Augmented product level | |
| 26. |
Degree to which manufactured units are identical and meet specification given by customersis classified as |
| A. | reliability |
| B. | durability |
| C. | performance quality |
| D. | conformance quality |
| Answer» E. | |
| 27. |
The tourism industry is dependent on various factors like the location of the country, its culture and tradition, thesocial and political status etc. This dependency has resulted in some unique characteristics or features of theindustry. Which of the following are the characteristics of tourism industry? I. Stable location. II. Intangibility. III. Huge financial investments. IV. Stable demand. |
| A. | Both (I) and (III) above |
| B. | Both (II) and (IV) above |
| C. | (I), (II) and (III) above |
| D. | (I), (III) and (IV) above |
| Answer» B. Both (II) and (IV) above | |
| 28. |
Services are typically produced and consumed simultaneously. This is an example of the________characteristic of services. |
| A. | Intangibility |
| B. | Variability |
| C. | Inseparability |
| D. | Simultaneously |
| Answer» E. | |
| 29. |
Heterogeneity of services among telecom service providers makes which method of pricing a major problem? |
| A. | Demand based pricing approach |
| B. | Competition based pricing approach |
| C. | Perceived value based pricing approach |
| D. | Costing based pricing approach |
| Answer» C. Perceived value based pricing approach | |
| 30. |
Services such as accounting, engineering, research and management consulting provided byfirms traditionally classified as _________. |
| A. | business services. |
| B. | hospitality services. |
| C. | health care services. |
| D. | professional services. |
| Answer» E. | |
| 31. |
Segmenting the market according to the customer use of the service is an example of _____ segmentation |
| A. | Demographic |
| B. | Geographic |
| C. | Behavioral |
| D. | Psychographic |
| Answer» D. Psychographic | |
| 32. |
When service is produced via a cooperative effort between customers and service providers, this isreferred to as: |
| A. | Co-production |
| B. | Intangibility |
| C. | Heterogeneity |
| D. | Inseparability |
| Answer» B. Intangibility | |
| 33. |
_______ 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» B. Experience Qualities | |
| 34. |
Customers should be retained by a service business because retained customers (Choose the false statement) |
| A. | are profitable in the long run |
| B. | are retired and cannot do their work by themselves |
| C. | do not mind small increases in price |
| D. | advise other customers to purchase from the service business |
| Answer» C. do not mind small increases in price | |
| 35. |
______ 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» D. None of the above | |
| 36. |
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» D. Implicit service promise | |
| 37. |
The necessary interaction between service provider and customer that allows a service to be delivered is called |
| A. | Customer contact. |
| B. | Service exchange. |
| C. | Marketing |
| D. | Relationship marketing. |
| Answer» E. | |