Consumer Behaviour & Service Marketing Quiz (week-10)

What is the core premise of the SERVQUAL model?

• Service quality is determined solely by customer perceptions.

• Service quality is based on customer expectations alone.

• Service quality is the extent to which expectations match actual perceptions.

• Service quality is a fixed standard set by the service provider.

How can companies use social media as a research tool?

• By analyzing customer reviews on social platforms

• By avoiding social media due to privacy concerns

• By relying solely on traditional market research

• By limiting social media usage to marketing purposes

What is the role of customer expectations in shaping their perceptions of service quality?

• Expectations have no impact on perceived service quality.

• Expectations influence how customers evaluate service encounters.

• Expectations are solely based on past experiences.

• Expectations are irrelevant in service marketing.

How can companies effectively use customer feedback to improve service quality?

• By implementing changes based on customer suggestions

• By ignoring customer feedback to maintain consistency

• By conducting internal audits without involving customers

• By relying solely on management’s perceptions

How does the SERVQUAL model help companies identify areas for improvement?

• By measuring customer loyalty

• By analyzing customer demographics

• By identifying gaps between expectations and perceptions

• By focusing on employee training

What is the primary goal of mystery shopping?

• To evaluate employee performance

• To identify customer preferences

• To assess physical evidence in service delivery

• To measure customer satisfaction

Which dimensions are included in the SERVQUAL model?

• Reliability, tangibles, responsiveness, empathy, and assurance

• Responsiveness, tangibles, credibility, empathy, and reliability

• Assurance, tangibles, responsiveness, empathy, and consistency

• Empathy, reliability, responsiveness, tangibles, and credibility

How can companies use customer journey mapping to enhance service experiences?

• By creating fictional customer personas

• By identifying touchpoints and pain points

• By focusing solely on digital interactions

• By minimizing customer interactions

How can service providers manage customer expectations effectively?

• By consistently overpromising to exceed expectations

• By setting low expectations to avoid disappointment

• By aligning promises with actual service delivery

• By ignoring customer expectations

How does the SERVQUAL model help measure service quality?

• By comparing customer expectations to competitor performance

• By assessing the gap between customer expectations and perceptions

• By evaluating tangible aspects of service delivery

• By focusing on employee behavior and attitude