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This set of Service Marketing Multiple Choice Questions & Answers (MCQs) focuses on Service Marketing Set 2

Q1 | Banking is the example of …………….
  • Production services
  • Business services
  • Consumer services
  • Govt. provided services
Q2 | Medical treatment with ayurvedic massage is an example of
  • Production services
  • Business services
  • Consumer services
  • Govt. provided services
Q3 | There is a close link between ……………. and brand loyalty
  • Social class
  • Habits
  • Perception
  • None of above
Q4 | …………… are those qualities that buyers evaluate before purchase
  • Search qualities
  • Experience qualities
  • Credence qualities
  • None of above
Q5 | ……………. are those characteristicsthat buyer evaluate the characteristics after the purchase
  • Search qualities
  • Experience qualities
  • Credence qualities
  • None of the above
Q6 | Sustainable marketing can also be characterized as the third age of
  • Planned obsolescence
  • Green marketing
  • Pollution
  • Recycling
Q7 | Which one of the following stages of the marketing research process is most expensive?
  • Data analysis
  • Data collection
  • Developing the research plan
  • Report writing
Q8 | Which of the following included in economic factors?
  • Age
  • Demographic
  • Ethnicities
  • GDP
Q9 | Expand PESTEL
  • Political, Economic, Social, Terminological, Environmental & Legal
  • Political , Environmental, Social, Terminological, Economical, Legal
  • Political, Economic, Social, Technological, Environmental & Legal
  • Political, Environmental, Social, Technological, Economical, Legal
Q10 | Which one of them not included in SERVQUAL model dimensions?
  • Reliability
  • Empathy
  • Assurance
  • Intangibility
Q11 | Services that do not meet customer expectations are called
  • Service failures
  • Critical incidents
  • Servuction failures
  • Service recovery
Q12 | Which of the following is not one of the five dimensions that is measured by the SERVQUAL scale?
  • Tangibles
  • Employee satisfaction
  • Responsiveness
  • Assurance
Q13 | SERVQUALdimension that measures consumer views that reflect the security of the firm’s operationis the …………… dimension
  • Tangibles
  • Employee satisfaction
  • Responsiveness
  • Assurance
Q14 | …………… is example of a service where the customer typically goes to the service organization
  • House painting
  • A credit card company
  • A taxi services
  • The theatre
Q15 | Perception of performance – expectation gives us
  • Customer motivation
  • Customer service
  • Customer satisfaction
  • Customer performance
Q16 | Service cannot be stored. This describes the ……………. Characteristic of services
  • Variability
  • Intangibility
  • Inseparability
  • Inconsistency
Q17 | …………… describes the employees skill in serving the client
  • Internal marketing
  • External marketing
  • Interactive marketing
  • Relationship marketing
Q18 | If a firm is practicing …………… the firm is training and effectively motivating its customer-contractemployees and all of the supporting service people to work as a team to provide customer satisfaction
  • Double-up –marketing
  • Internal marketing
  • Interactive marketing
  • Service marketing
Q19 | According to parasuraman, Zeithml and Berry, the most important determinate of service quality
  • Responsiveness
  • Reliability
  • Assurance
  • Empathy
Q20 | ………….. is the tool for simultaneously depicting the service process, the point of customer contractand the evidence of the service from the customer point of view
  • Front of planning
  • Service blue printing
  • Service standardization
  • None of these
Q21 | Service is delivered within the marketing environment. The macro environment can be analyzed usingwhich of the following tools?
  • SWOT
  • PEST
  • TOWS
  • None of these
Q22 | Servicescape refers to
  • Service landscape
  • Service factory
  • Place where the service is delivered
  • Beautiful landscape
Q23 | Service sector comes under which sector of the economy?
  • Primary
  • Secondary
  • Tertiary
  • None of these
Q24 | Value-added service means
  • Additionalservices
  • Better value at a premium
  • Costlier services
  • Better value at a discount
Q25 | Which one is the reason behind the growth of services
  • Rapid urbanization
  • Changing role of women
  • IT revolution
  • All of the above