Kuis CH 2. Understanding Service Consumers
University
•15 Qs
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Kuis CH 2. Understanding Service Consumers
Quiz
•
Business
•
University
•
Easy
KDTM Bu Rahmi
Used 1+ times
FREE Resource
15 questions
Show all answers
1.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Pada tahap Service Encounter, momen di mana konsumen melakukan interaksi awal dengan penyedia layanan disebut…
Service delivery
Initial request
Request service
Evaluation stage
Prepurchase interaction
2.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Jika seorang konsumen memilih restoran berdasarkan ulasan positif di media sosial, tahapan mana yang sedang berlangsung?
Awareness of needs
Evaluation of alternatives
Information search
Decision-making
Post-Encounter Stage
3.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Ketika konsumen memilih layanan yang akan digunakan berdasarkan harga, kualitas, dan merek, mereka berada pada tahap…
Awareness of needs
Evaluation of alternatives
Service delivery
Information search
Post-Encounter Stage
4.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Bagaimana tahap Post-Encounter dapat memengaruhi tindakan konsumen di masa depan?
Melalui pencarian informasi lanjutan
Dengan memastikan layanan dipenuhi secara efisien
Melalui evaluasi kinerja dan niat masa depan
Dengan membandingkan alternatif layanan
Dengan mengurangi ketidakpastian konsumen
5.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Dalam dimensi RATER, kemampuan penyedia jasa untuk memberikan layanan secara konsisten dan akurat disebut…
Assurance
Tangibles
Empathy
Responsiveness
Reliability
6.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Dimensi yang mencakup keramahan dan sikap profesional karyawan terhadap pelanggan adalah…
Reliability
Tangibles
Empathy
Assurance
Responsiveness
7.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Ketika seorang pelanggan mengevaluasi desain interior restoran dan penampilan staf, mereka sedang menilai dimensi…
Empathy
Tangibles
Responsiveness
Reliability
Assurance
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