Paper
Gayatri Dahiya
Reg. No: P12EMDL5471
Course: Executive Master Program in Business Administration- 1 Year
Services Marketing Section A: Objective Type
Part one: Multiple Choice Questions
1) a-Zone of tolerance
2) SERVQUAL is used to measure service quality is True
3) SWICS stands for - Solar Wind Ion Composition instrument
4) Real /perceived and monetary/non-monetary costs are termed as Switching costs is True
5) TARP stands for TROUBLED ASSETS RELIEF PROGRAM
6) None
7) a/b
8) a/b
9) Reactors make adjustments unless forced to do so by environmental pressures is False
10) Iron
Part two:
Q 1. What do you understand by “Customer Gap”?
Ans : The customer gap is the difference between customer expectations and customer perceptions. Customer expectation is what the customer expects according to available resources and is influenced by cultural background, family lifestyle, personality, demographics, advertising, experience with similar products and information available online. Customer perception is totally subjective and is based on the customer’s interaction with the product or service. Perception is derived from the customer’s satisfaction of the specific product or service and the quality of service delivery. The customer gap is the most important gap and in an ideal world the customer’s expectation would be almost identical to the customer’s perception.
Q 2. Write the difference between perceptions of service quality and customer satisfaction.
Ans : Service quality is meeting or exceeding customer expectations, or as the difference between customer perceptions and expectations of services whereas customer satisfactions is the level of a person’s felt resulting from comparing a product's perceived performance or outcome in violation to his/her own expectations....So customer satisfaction could be considered a comparative behavior between inputs beforehand and post
Reg. No: P12EMDL5471
Course: Executive Master Program in Business Administration- 1 Year
Services Marketing Section A: Objective Type
Part one: Multiple Choice Questions
1) a-Zone of tolerance
2) SERVQUAL is used to measure service quality is True
3) SWICS stands for - Solar Wind Ion Composition instrument
4) Real /perceived and monetary/non-monetary costs are termed as Switching costs is True
5) TARP stands for TROUBLED ASSETS RELIEF PROGRAM
6) None
7) a/b
8) a/b
9) Reactors make adjustments unless forced to do so by environmental pressures is False
10) Iron
Part two:
Q 1. What do you understand by “Customer Gap”?
Ans : The customer gap is the difference between customer expectations and customer perceptions. Customer expectation is what the customer expects according to available resources and is influenced by cultural background, family lifestyle, personality, demographics, advertising, experience with similar products and information available online. Customer perception is totally subjective and is based on the customer’s interaction with the product or service. Perception is derived from the customer’s satisfaction of the specific product or service and the quality of service delivery. The customer gap is the most important gap and in an ideal world the customer’s expectation would be almost identical to the customer’s perception.
Q 2. Write the difference between perceptions of service quality and customer satisfaction.
Ans : Service quality is meeting or exceeding customer expectations, or as the difference between customer perceptions and expectations of services whereas customer satisfactions is the level of a person’s felt resulting from comparing a product's perceived performance or outcome in violation to his/her own expectations....So customer satisfaction could be considered a comparative behavior between inputs beforehand and post