MCQOPTIONS
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MCQOPTIONS
This section includes 15 Mcqs, each offering curated multiple-choice questions to sharpen your Total Quality Management knowledge and support exam preparation. Choose a topic below to get started.
| 1. |
Which of the following is a dimension of ‘service quality’? |
| A. | Durability |
| B. | Serviceability |
| C. | Conformance |
| D. | Consistency |
| Answer» E. | |
| 2. |
Raju goes to the office from 9 am – 6 pm. He had enrolled himself at a gym center near his office. The gym is open from 6 am – 10 pm. Consider the timings of engagements of both Raju and the gym center, which dimension of ‘service quality’ is strongly promoted? |
| A. | Timeliness |
| B. | Accessibility and Convenience |
| C. | Credibility |
| D. | Reputation |
| Answer» C. Credibility | |
| 3. |
If an organization focuses on trustworthiness and belief considering the customer’s best interests, which dimension of ‘service quality’ is focused on by the organization? |
| A. | Credibility |
| B. | Aesthetics |
| C. | Durability |
| D. | Timeliness |
| Answer» B. Aesthetics | |
| 4. |
If an organization commits to 10 promises and if all the promises are met, then which ‘service quality’ dimension is strongly promoted? |
| A. | Completeness |
| B. | Timeliness |
| C. | Competence |
| D. | Tangibles |
| Answer» B. Timeliness | |
| 5. |
If all the service promised according to the time commitments are met then __________ |
| A. | Timeliness is established |
| B. | Durability is found |
| C. | The service looks attractive |
| D. | Empathy is considered |
| Answer» B. Durability is found | |
| 6. |
Company P and Q are two famous clothing companies in the city. Customers have complained that the staff at Company P are unaware of modern trends and seem to take no interest in understanding customer expectations. The staff at Company Q is knowledgeable and is aware of modern trends. What can you infer? |
| A. | Company P is more competent than Company Q |
| B. | Company Q is more competent than Company P |
| C. | Company P is at the same level as Company Q in terms of competency |
| D. | Competency cannot be compared |
| Answer» C. Company P is at the same level as Company Q in terms of competency | |
| 7. |
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. |
| A. | Communication |
| B. | Security |
| C. | Timeliness |
| D. | Durability |
| Answer» B. Security | |
| 8. |
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? |
| A. | Security |
| B. | Empathy |
| C. | Responsiveness |
| D. | Durability |
| Answer» B. Empathy | |
| 9. |
If the time taken to respond to customer complaints is less, which dimension of ‘service quality’ is strongly promoted? |
| A. | Responsiveness |
| B. | Aesthetics |
| C. | Empathy |
| D. | Durability |
| Answer» B. Aesthetics | |
| 10. |
Which of the following is incorrect while referring to challenges faced while ensuring service quality? |
| A. | Customer expectations change over a period of time |
| B. | Different customers can have different expectations |
| C. | Customer expectations do not change at all |
| D. | Knowledge of all customers about the service may not be the same |
| Answer» D. Knowledge of all customers about the service may not be the same | |
| 11. |
Which of the following is not a technique to study the ‘service quality gap’? |
| A. | Surveys |
| B. | Online Research |
| C. | Focus Groups |
| D. | Asking the boss of the company |
| Answer» E. | |
| 12. |
Manish had purchased a ticket from a famous airline for his upcoming business meeting in London. He had injured his left leg a couple of days back and needed wheelchair assistance. He called the airline customer service and asked for wheelchair assistance. He was not only promised wheelchair assistance but also pick-up and drop facility. Which dimension of ‘service quality’ was strongly promoted here? |
| A. | Assurance |
| B. | Features |
| C. | Aesthetics |
| D. | Reputation |
| Answer» B. Features | |
| 13. |
At Bengaluru Airport, Karan was surprised by the help he received from the staff at the airport. He was worried about the standard procedures like collecting boarding pass and security check-in. But the staff overwhelmingly helped him overcome all the difficulties. Which dimension of ‘service quality’ was strongly promoted by the staff at the airport? |
| A. | Aesthetics |
| B. | Features |
| C. | Empathy |
| D. | Reputation |
| Answer» D. Reputation | |
| 14. |
Manoj went to buy a washing machine. On top of the washing machine, it was mentioned that free service will be provided every 3 months until one year is completed. Manoj approached the shopkeeper to get a confirmation on the authenticity of the statement. Which dimension of ‘service quality’ was Manoj focusing on? |
| A. | Empathy |
| B. | Aesthetics |
| C. | Reliability |
| D. | Reputation |
| Answer» D. Reputation | |
| 15. |
Rahul had booked a room in a 5-star hotel. After he checked in at his hotel room he was angry on finding that his bed sheet was filthy. Which dimension of ‘service quality’ was poorly reflected? |
| A. | Tangibles |
| B. | Reliability |
| C. | Responsiveness |
| D. | Empathy |
| Answer» B. Reliability | |