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Marketing MCQ Questions and Solutions with Explanations | Management

Marketing MCQ Questions and answers with easy and logical explanations. Management provides you all type of quantitative and competitive aptitude mcq questions with easy and logical explanations. Marketing MCQ is important for exams like MAT, CAT, CA, CS, CMA, CPA, CFA, UPSC, Banking and other Management department exam. Page-2 section-3

Each section contains 100 MCQs on Marketing .
11
According to Parasuraman, Zeithaml & Benny, the most important determinant of service quality is:
Discuss
Answer & Solution
Answer: Option B
Solution:
According to Parasuraman, Zeithaml & Benny, the most important determinant of service quality is Reliability. Reliability is the degree of consistency of a measure. A test will be reliable when it gives the same repeated result under the same conditions.
12
The moments of interaction between the customer and the service firm are called:
Discuss
Answer & Solution
Answer: Option B
Solution:
The moments of interaction between the customer and the service firm are called critical incidents. They are critical as they determine a customer’s perception of, and reaction to, a brand.
13
Services that do not meet customer expectations are called:
Discuss
Answer & Solution
Answer: Option A
Solution:
Services that do not meet customer expectations are called service failures. A service failure, simply defined, is service performance that fails to meet a customer s expectations. Typically, when a service failure occurs, a customer will expect to be compensated for the inconvenience in the form of any combination of refunds, credits, discounts or apologies.
14
The difference between desired service and the level of service considered adequate is known as
Discuss
Answer & Solution
Answer: Option B
Solution:
The zone of tolerance (ZOT) is defined as “the difference between desired service and the level of service considered adequate”. The difference between these two expectation standards is the tolerance zone.
15
Service failures involving problematic customer include _________.
Discuss
Answer & Solution
Answer: Option D
Solution:
Service failures involving problematic customer include uncooperative customers, breaking company policies and verbal and physical abuse.
16
What are the five principle dimensions to judge service quality?
Discuss
Answer & Solution
Answer: Option A
Solution:
Reliability, responsiveness, assurance, empathy and tangibles are the five principle dimensions to judge service quality.
17
Consumer complaints tend to be:
Discuss
Answer & Solution
Answer: Option C
Solution:
Consumer complaints tend to be non-instrumental and ostensive. A consumer complaint or customer complaint is "an expression of dissatisfaction on a consumer's behalf to a responsible party".
18
A firm's reaction to a customer complaint that results in customer satisfaction and goodwill is called a:
Discuss
Answer & Solution
Answer: Option B
Solution:
A firm's reaction to a customer complaint that results in customer satisfaction and goodwill is called a service recovery. Service Recovery is a theory that suggests that a customer who has a bad experience and receives a prompt, effective response to their issues will be a more loyal customer, than a customer who had no bad experience at all.
19
The difference between which two expectation standards is the zone of tolerance?
Discuss
Answer & Solution
Answer: Option A
Solution:
The difference between Desired service and adequate service are two expectation standards is the zone of tolerance. The customer satisfaction will result as long as customer perception of service performance, fall in this zone of tolerance.
20
In a services context, distribution embraces all of the following elements EXCEPT ___________.
Discuss
Answer & Solution
Answer: Option A
Solution:
In a services context, distribution embraces all of the following elements EXCEPT core services flow. Distribution is the process of making a product or service available for the consumer or business user who needs it.