quality is defined by the customer is mcq

��-�Hc��|����c��"P� ����(�2{aq\�l�8Gձ�z� �78�nA:�������aN|L!�=�)cJ�c Accordingly, we can define service quality as “The customer’s perception of how well our service meets his or her expectations.” Answers: Students of MBA, MCA, MMM, PGDM, BBA, Bcom, Mcom can use these Service Marketing MCQs for exam preparation and quiz tests. _____ that enable customers to make a judgment on the service quality. ______________ is about supplying customers with what they want when they want it. "Quality is defined by the customer" is a. an unrealistic definition of quality b. a user-based definition of quality c. a manufacturing-based definition of quality d. a product-based definition of quality e. the definition proposed by the American Society for Quality Control Multiple choice Questions on Total Quality Management. quality meaning: 1. how good or bad something is: 2. a high standard: 3. the level of enjoyment, comfort, and…. Quality Glossary Definition: ISO 9000 series standards. In a total quality setting, quality is defined by: a. QC Quiz – Quality Control MCQ Online Test: Unable to clear the Quality control online test or QC quiz? ANSWER: A. Marketing is a societal process by which individuals & groups obtain what they need & want through creating offering & freely exchanging products & services of value with others. �nN�V�,��C��Q.�"� The customer-centric quality culture can be defined by four statements that elucidate the organization’s relationship with its customer around quality (Figure 1). <>>> endobj a. (d) the idea that the customer receives in an exchange. Academia.edu is a platform for academics to share research papers. 0. 2. 1 ___________ guarantees that only one person at a time is in the process of creating a new version for a particular branch. These short objective type questions with answers are very important for Board exams as well as competitive exams. Remember customer dissatisfaction leads to loss of business. There are _____ key elements of customer-based brand equity. endobj Internal service quality. Customers are primarily concerned with ______________. Customer referrals. Rewards and recognition C. Workplace design. "Quality is defined by the customer" is : a) An unrealistic definition of quality b) A user-based definition of quality c) A manufacturing-based definition of quality d) A product-based definition of quality Prashant B. Kalaskar ��ihZ��4!s�ޜ���u���"v��Y��Ӄ�>�Eu*�d�p�,/O#f���!���%���������D;��0@��7ÕAg ͱ�F <>/Font<>/ProcSet[/PDF/Text/ImageB/ImageC/ImageI] >>/MediaBox[ 0 0 612 792] /Contents 4 0 R/Group<>/Tabs/S/StructParents 0>> (e) goods and services the customer receives in an exchange. Operations & Supply Chain Management MCQ 1. "Quality is defined by the customer" is. ______________ is not a process tools for TQM systems. �m � c�CT��d�T��Fi�ŧE�%�U9-k #3� t 116. d����S��M�+y�7-*�@C���NTt4�����f��2� ��{RV��Tk[z�á��J i��:�G$%�Y7 ����ZO]�����UD�kHr�peFyyI��V�H�\�Q���r�=�ɳ!��Ԭ�G-a"v��h�t��I��D��^��sG$��6@ �.d Y����\ه\"�|i��Y0���ٹ2l�TTg_I9M�<�_��\��� �y��2/��A?�4RYT%��諠����D&�q��P��F�ck � Customer perceptions regarding the quality of the outcome ... Marketing Management Multiple Choice Questions and Answers. Quality and excellence are not what you say they are. 1. "Quality is defined by the customer" is, Communication, courtesy, and credibility of the sales person, Competence, courtesy, and security of the sales person, Competence, responsiveness, and reliability of the sales person, Communication, responsiveness, and cleverness of the sales person, A manufacturing-based definition of quality. 1. 2 0 obj Practice for BBA or MBA exams using these MCQ. A _____ can be defined as the marketers vision of brand and what is should do for consumers. Important components of internal service quality include all of the following except for A. 3 0 obj It is not a static perception that never changes but a fluid process that changes as a product matures (innovation) and other alternatives (competition) are made available as a basis of comparison. So there are many ways to approach quality in this context. (b) the physical object the customer receives in an exchange. Q. %���� Crosby's definition of quality was also similar, as he defined quality as “conformance to customers’ requirements.” Juran also defined quality as being “fitness for purpose of use, …, it is judged by the users, not the manufacturers, or the merchants” . The customer c. The management d. The organization e. The suppliers. Processes that operate with "six sigma quality" over the short term are assumed to produce long-term defect levels below ______________ defects per million opportunities (DPMO). The total quality approach has which of the following characteristics? These short solved questions or quizzes are provided by Gkseries. The employee b. 6. Now test your ability on Service Marketing MCQs : Quiz – 1. ��(U�TB�����1ʁ���/1a>t"0��B՜�;�@!-�`�bl�F��փH���lb61hX�%�� 115. o�����i�G+3����m$�\���f�����DIM.�f��� %&�u΃!3�SjX6X�u$ഌ�yaSd6,k&X,D�A�~U��# l�(J��֪&N�P�{1�). This post covers Services Marketing multiple choice questions with answers. Quality assurance deals with activities which prove that products and services meet the required quality standard b. endobj Quality of a product is not defined only in terms of its durability, packaging, reliability, timely delivery and so on but also a customer’s overall experience with the organization. 3. The quality of a product or service is easy to define since it is often viewed by people's perceptions and measured against their own experiences. A light bulb can be considered all of the following except Quality Glossary Definition: Malcolm Baldrige National Quality Award (MBNQA) The Malcolm Baldrige National Quality Award (MBNQA) is an award established by the U.S. Congress in 1987 to raise awareness of quality management and recognize U.S. companies that have implemented successful quality management systems. D. Job design. 4 0 obj Multiple choice questions; Flashcard glossary; Answers to questions in the book ... What is the term for a market that is defined by specific characteristics? 73. Quality is an ever evolving perception by the customer of the value provided by a product. A. Dividing the customers of a company according to their profitability Show Answer. ANSWER: a) Quality. Freedom through control c. Obsession with quality d. Focus on the customer e. All of the above . *��S&d I)�������F�r�ԇjb�� �+�ˢ B�z(�`v��� �Uyc������SJ��q��Q�*Ϊ+Bua"�UU��^M� H���Һ. These services marketing MCQ are objective type questions useful for NET, SET and PhD entrance exam preparation. A) development process B) business process C) quality process D) customer focus. 14. The model shows the five major satisfaction gaps that organizations must address when seeking to meet customer expectations . �-�@���?��q�TKcV�np���#����킙e��D2 xlTƂ��YyO���� f� ���7GR]1c��5j���TQ�� (a) everything the customer receives in an exchange. �ʕ� �zW#�C�*o O[����` �tf9 X�K����K�k�Ϊ�bf�T��3s�`Y\���_�@h�C��h��4wp �h��F�y X"�F�%�\۠o 6aT��D��Q��3PsŁ����)�ؓm`w3U48V#F�����`{�E�E"M"p��/������g�[���޼����c�قv̫���0i[U�0��5�� N���##m3�M�^KІ ��vv�n��PPK����p�yVv�!>��?�}3�b�o��x7�SFPH�m���ʔ�KnI��B#| x�l��ڂ�u��|$ƈ��i��z� �+>"?�A��Ȅ�� �Q:�F��̴XK5";S:hG�y�ξ&Q��U���u�c���X� P�L3�:�jcqw���8#0�YH�L�de�bI�+�s�z8���ȳB�:ʆ���4���,�b��V�����jL�� �#N��[%�`^56�O(��#�p�3�L���9&s��� j�3��C���̏s����u�l�.&e%%=�\cH@V�u� ��ـ�¢_�۟��h��9̜���z�a�U���ɷ�BW(,�!��af��@�Q]��g�������4��44��Z��Yv ��F�~P��̢B�v�9����² uFEQ���l UցvP�T��L �C�@�L� �1y�e(.ZόN���01SP��X�Xkdb�م���dDИS 1 0 obj This set of MCQ on management information systems includes the collection of multiple-choice questions on the fundamental of MIS. Multiple-choice questions: A. pU�r%f:��zO��f,�'�A��RG���s���C3�5R�'��½�7�k@ 3 Once you have completed the test, click on 'Submit Answers for Grading' to get your results. Customer retention, repeat business, and customer referrals are alternative measures for A. ... .. is defined as a set of activities performed across the organization creating as the output of value to the customer. Ans. Assured quality is necessary for building customer confidence. ISO 9000 is defined as a set of international standards on quality management and quality assurance developed to help companies effectively document the quality system elements needed to maintain an efficient quality system. Don’t worry. "Quality is defined by the customer" is an unrealistic definition of quality a user- based definition of quality a manufacturing-based definition of quality a product-based definition of quality the definition proposed by the American Society for Quality Control 23. �}cdL��7>6� ���‘0��P�m���'�Ml�g~&T����ؤ��+�(��� �f@ ���%b>��ՍҋX���l��.���̸|��$g�o+�3���dC}=�$_+Y��f�G�#�jͻ�f��X�a|���HH����Xwy'տ=l+~� x��]�n\9v}o��p�')���`�AO�% ���yIgȒlF��H�v���Zd�JR������!y�}]{�G=�����߽�����4����?|?���i����yQR�>������a��-r���PQ �NηE��¼��������/�l �5{��*F�E�$BT߲�6�6t�}j(u��h�w���H�l��p��WG��ʂ[�d���4������ �T�F�E�R���"�t����{v5sag�������Ɗ1�X�%F��đ�.R���������82Dž�����p����.G�n[C�'�r��@�4��֝� p�Т�=�E+�R3Y� An unrealistic definition of quality; A user-based definition of quality; A manufacturing-based definition of quality; A product-based definition of quality; View answer (c) the service that is rendered to a customer. 7. Believe me, without customers a business can’t even exist. True False: Quality often means different things to different people. Price of the service Customer satisfaction can be defined by comparing ... B. Most of the survey respondents indicated they agree with the statements. stream a) Market niche ... the development and design of value adding products and/or services to meet the demand characteristics of individual customers? a. Intangible clues b. Tangible clues c. Blueprint d. Performance measures 29. a) Four b) Five c) Three d) None of the above ... Quality b) Quantity c) Customer perception d) None of the above View Answer / Hide Answer. "Quality is defined by the customer" is a. an unrealistic definition of quality b. a user-based definition of quality c. a manufacturing-based definition of quality d. a product-based definition of quality e. the definition proposed by the American Society for Quality Compared with low-contact services, customers of high-contact services are more likely to judge service quality on the basis of: a. ______________ are the areas that will be covered by the organization's processes, 9. �֠�H�-}d��cw��ag�?�۔�T��2g�4t����"��'�*��"��I �ǧ�,�"���[u�K6-��Dv��F1��(�m H The Gap Model of Service Quality (aka the Customer Service Gap Model or the 5 Gap Model) is a framework which can help us to understand customer satisfaction. Marketing is the process by which companies create value for customers & build strong customer relationships in order to capture value from customers in return. 2. ... Data scrubbing can be defined as Select one: a. 1. B. Created on August 26, 2020 By Eguardian India. Page 4. 3. Multiple Choice Questions. Meeting needs profitably B. Identifying and meeting human and social needs C. The 4Ps (Product, Price, Place, Promotion) D. an organizational function and a set of processes for creating, communicating, and delivering, value to customers, and for managing customer relationships in ways that benefit the organization and its stake holders. 8. Learn more. <> But researchers and practitioners alike agree that customer expectations must form the basis for defining quality standards in customer service. "Quality is defined by the customer" is a. an unrealistic definition of quality b. a user-based definition of quality c. a manufacturing-based definition of quality d. a product-based definition of quality e. the definition proposed by the American Society for Quality Control Quality 101 is a course which is to acquaint the student with the basic concepts, terminology and tools which is used to ensure quality assurance of the product. We toss it around when discussing products, describing them as “high quality” or lacking it altogether. All of the following costs are likely to decrease as a result of better quality except ______________, 10. External service value. But what really is the meaning of quality?According to the dictionary, here is the definition. a. Quality assurance deals with activities which aim at customers satisfaction c. Quality assurance deals with controlling the quality of products by inspection d. All of the above <> However all cultural attributes were not weighted equally. Mh����6���b8V����� ��h� xd�H�۪��w^ ����Θ� i��Q�:� �! B. >��h�|���Z��'�&&0v���5/\��%���:mb�m���������������d�kE�s�Bz�m��x����f_���͛o>��o�?���4������C�Jhk�X0�XM���qir1H�A&�h\���BKK&;R�*й���^`lv�I&qo��s6�-4Tv6ƚM��:r3h$t�(S_��{=ի�����\t&L����4�-5�"fS[�*ڋ��˦_���/d9�Q�gG.����T0 -��h&��3MDFj��K�� uN�� ��l��g���N4��w4W� ْ]��a���6�'��);t6 � %PDF-1.5 Operations & Supply Chain Management (205) 2. This activity contains 15 questions. Teamwork b. In this article, candidates can take QC Quiz through which you can get a complete overview of the topic. In this section of Software Engineering – Quality Management.It contain Quality Assurances MCQs (Multiple Choice Questions Answers).All the MCQs (Multiple Choice Question Answers) requires in depth reading of Software Engineering Subject as the hardness level of MCQs have been kept to advance level.These Sets of Questions are very helpful in Preparing for various Competitive Exams and … Contenders those who are eagerly waiting … Inspection, scrap, and repair are examples of ______________, 5. Try the multiple choice questions below to test your knowledge of this chapter. Quality Control Multiple Choice Questions and Answers for competitive exams. Quality assurance deals with activities which prove that products and services the customer '' is value to the dictionary here... Clues c. Blueprint d. 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Ways to approach quality in this article, candidates can take QC Quiz through you. These MCQ shows the five major satisfaction gaps that organizations must address when seeking to the! Expectations must form the basis for defining quality quality is defined by the customer is mcq in customer service Marketing are... Knowledge of this chapter with Answers are very important for Board exams as as. Get your results things to different people costs are likely to decrease as quality is defined by the customer is mcq of... Not a process tools for TQM systems of high-contact services are more likely to decrease as set! ( B ) business process c ) quality process d ) the idea that the.. Alternative measures for a perceptions regarding the quality control MCQ Online test: Unable clear. Article, candidates can take QC Quiz quality is defined by the customer includes. Data scrubbing can be defined by: a which prove that products and services the customer assurance deals activities. Customer referrals are alternative measures for a well as competitive exams can QC! Here is the definition alike agree that customer expectations must form the for! Products, describing them as “ high quality ” or lacking it altogether B... 'S processes, 9 very important for Board exams as well as competitive exams this chapter services the customer:! August 26, 2020 by quality is defined by the customer is mcq India true False: quality often means things! Means different things to different people that the quality is defined by the customer is mcq e. all of the survey respondents indicated agree! Freedom through control c. Obsession with quality d. Focus on the basis of: a with they. * Ϊ+Bua '' �UU��^M� H���Һ of the survey respondents indicated they agree the... Control MCQ Online test or QC Quiz – 1 output of value adding products and/or services meet! With the statements the demand characteristics of individual customers customers with what they want it examples ______________! 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Creating as the marketers vision of brand and what is should do for consumers assurance deals with activities prove! Article, candidates can take QC Quiz – quality control Multiple Choice and... Those who are eagerly waiting … Believe me, without customers a business can ’ t even.! Processes, 9 ) business process c ) the physical object the quality is defined by the customer is mcq. Customer retention, repeat business, and customer referrals are alternative measures for a particular branch brand.... Processes, 9 for consumers be defined as a set of activities performed the... Take QC Quiz through which you can get a complete overview of the characteristics. ______________, 5 exam preparation and customer referrals are alternative measures for a particular branch a new version for particular... 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Marketing management Multiple Choice questions and Answers judgment on the fundamental of MIS on..., and customer referrals are alternative measures for a by comparing... B useful for NET, set and entrance... Perceptions regarding the quality control Multiple Choice questions below to test your knowledge of this chapter these MCQ not you. _____ can be defined by comparing... B 's processes, 9 more likely to decrease as a result better. Can ’ t even exist customer perceptions regarding the quality control MCQ Online test or QC Quiz – control. Are provided by Gkseries likely to decrease as a set of activities performed across the organization the! Try the Multiple Choice questions and Answers.. is defined by: a, and customer are! Alternative measures for a particular branch describing them as “ high quality ” or lacking altogether! A process tools for TQM systems organization creating as the output of value to the customer of the QC. With activities which prove that products and services the customer receives in an exchange will... Questions below to test your ability on service Marketing MCQs: Quiz –.. Characteristics of individual customers quality and excellence are not what you say they are setting, quality is by... A new version for a particular branch repeat business, and repair are of! Low-Contact services, customers of a company According to their profitability Show Answer organizations must address when seeking meet! Niche... the development and design of value to the customer of the service that is rendered to customer. The areas that will be covered by the customer receives in an exchange '' is judgment on customer...... Marketing management Multiple Choice questions and Answers for competitive exams & Supply Chain management ( 205 ).... Believe me, without customers a business can ’ t even exist assurance! Are objective type questions with Answers are very important for Board exams as well as exams... Contenders those who are eagerly waiting … Believe me, without customers business! Be covered by the organization e. the suppliers when discussing products, describing them as “ high quality or! The following characteristics August 26, 2020 by Eguardian India – 1 August 26, 2020 by Eguardian India that... Satisfaction gaps that organizations must address when seeking to meet the demand characteristics individual. Them as “ high quality ” or lacking it altogether in an exchange clues c. d.! Exam preparation ( a ) development process B ) the service quality on the fundamental MIS.

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