Quality Management Quiz Toopic 1-3

What does quality mean according to different people?

• The same thing for everyone

• Different things for different people

• Only luxury products

• An exact science

Garvin classified quality into how many ways?

• 3

• 4

• 5

• 6

The concept of satisfaction is intimately linked to which other concept?

• Market share

• Perceived quality

• Cost reduction

• Employee satisfaction

What factors contribute to perceived effort?

• Only monetary costs

• Only discomforts

• Only insecurities

• Monetary costs, discomforts, and insecurities

What is the primary aspect of 'transcendent quality'?

• Objective measurement

• Easily communicated

• Intuitive understanding

• Manufacturing standards

What does 'serviceability' refer to in the dimensions of product quality?

• Performance

• Reliability

• Ease of repair

• Conformance

What is the first step in customer support?

• Ensuring client satisfaction

• Identifying client’s needs

• Recognizing the client

• Taking a step further

According to the tourism evolution, what is considered crucial for building customer loyalty and generating positive reviews?

• Competitive pricing

• WOW effect

• Basic amenities

• Advertising

Total Quality Management (TQM) emphasizes:

• Reactive quality control methods

• Customer orientation and continuous improvement

• Cost reduction through streamlined processes

• Delegation of quality responsibilities to a specialized department

What does 'perceived quality' rely on when consumers lack complete information about a product?

• Durability

• Reliability

• Reputation

• Features