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Managing Quality

Business

Quiz 1 :

Differing Perspectives on Quality

Quiz 1 :

Differing Perspectives on Quality

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Which of Garvin's dimensions of quality include the "bells and whistles" contained in products?
Free
Multiple Choice
Answer:

Answer:

C

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Which dimension of service quality refers to the knowledge and courtesy of employees and their ability to inspire trust and confidence?
Free
Multiple Choice
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Answer:

E

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Which of the following is not one of Garvin's eight quality dimensions?
Free
Multiple Choice
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Answer:

E

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A service provider that consistently provides caring, individualized attention to its customers would score high on the ________ dimension of service quality.
Multiple Choice
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If you select a physician based solely on reputation, you are basing your decision on which of the following dimensions of service quality?
Multiple Choice
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Why is service quality more difficult to define than product quality?
Essay
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Performance refers to the efficiency with which a product achieves its intended purpose.
True False
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Which of the following is not one of Parasuraman, Zeithamel, and Berry's dimensions of service quality?
Multiple Choice
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Which of the following is the most traditional dimension of quality?
Multiple Choice
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________ refers to the efficiency with which a product achieves its intended purpose.
Multiple Choice
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________ is the ease of repair for a product.
Multiple Choice
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Reliability is perhaps the most traditional dimension of quality.
True False
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________ is based on customers' opinion of products and services.
Multiple Choice
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The advantage of the conformance definition of quality for products is that it is easily quantified.
True False
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________ is the degree to which a product tolerates stress or trauma without failing.
Multiple Choice
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Which of the following choices correctly matches one of Garvin's dimensions of quality with its definition?
Multiple Choice
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________ are subjective sensory characteristics such as taste, feel, sound, look, and smell.
Multiple Choice
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________ is the willingness of the service provider to be helpful and prompt in providing service.
Multiple Choice
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In the context of service quality, ________ include the physical appearance of the service facility, the equipment, the personnel, and the communication materials.
Multiple Choice
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________ refers to the propensity for a product to perform consistently over its useful design life.
Multiple Choice
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