GSCM 201 FINAL
1. What is the definition of quality dimensions of products?
a) The brand reputation and price of a product
b) Physical qualities of a product (tangible) ✅
c) Customer feedback on service
d) The environmental footprint of making the product
2. Which product quality dimension refers to “how well a product works”?
a) Conformance
b) Features
c) Performance ✅
d) Aesthetics
3. Which product quality dimension refers to “extra functionalities”?
a) Reliability
b) Features ✅
c) Durability
d) Serviceability
4. Which product quality dimension refers to “works consistently”?
a) Durability
b) Reliability ✅
c) Performance
d) Features
5. Which product quality dimension refers to “meets standards”?
a) Conformance ✅
b) Performance
c) Features
d) Aesthetics
6. Which product quality dimension refers to “how long it lasts”?
a) Serviceability
b) Reliability
c) Durability ✅
d) Perceived quality
7. Which product quality dimension refers to “easy to repair”?
a) Serviceability ✅
b) Conformance
c) Features
d) Aesthetics
, 8. Which product quality dimension refers to “looks and feels good”?
a) Features
b) Conformance
c) Aesthetics ✅
d) Reliability
9. Which product quality dimension refers to the “customer's view of quality or reputation”?
a) Perceived quality ✅
b) Durability
c) Reliability
d) Features
10. What is the definition of quality dimensions of services?
a) Physical, tangible aspects of the product only
b) Actual services (intangible) ✅
c) The warranties provided with physical goods
d) The design features of tangible products
11. Which service quality dimension refers to “physical appearance”?
a) Reliability
b) Tangibles ✅
c) Assurance
d) Empathy
12. Which service quality dimension refers to “service done correctly”?
a) Responsiveness
b) Reliability ✅
c) Assurance
d) Empathy
13. Which service quality dimension refers to “quick and friendly”?
a) Tangibles
b) Empathy
c) Responsiveness ✅
d) Reliability
14. Which service quality dimension refers to “trustworthy and competent”?
a) Assurance ✅
b) Empathy
c) Responsiveness
d) Tangibles
15. Which service quality dimension refers to “caring and attentive”?
a) Tangibles
b) Empathy ✅
c) Responsiveness
d) Reliability
16. What is Total Quality Management (TQM)?
a) A system that focuses only on product inspection
b) A system for consistent quality, customer-focused, involves all employees, uses ISO
9000 standards ✅
c) A short-term program to reduce defects only
d) A marketing strategy to promote quality
1. What is the definition of quality dimensions of products?
a) The brand reputation and price of a product
b) Physical qualities of a product (tangible) ✅
c) Customer feedback on service
d) The environmental footprint of making the product
2. Which product quality dimension refers to “how well a product works”?
a) Conformance
b) Features
c) Performance ✅
d) Aesthetics
3. Which product quality dimension refers to “extra functionalities”?
a) Reliability
b) Features ✅
c) Durability
d) Serviceability
4. Which product quality dimension refers to “works consistently”?
a) Durability
b) Reliability ✅
c) Performance
d) Features
5. Which product quality dimension refers to “meets standards”?
a) Conformance ✅
b) Performance
c) Features
d) Aesthetics
6. Which product quality dimension refers to “how long it lasts”?
a) Serviceability
b) Reliability
c) Durability ✅
d) Perceived quality
7. Which product quality dimension refers to “easy to repair”?
a) Serviceability ✅
b) Conformance
c) Features
d) Aesthetics
, 8. Which product quality dimension refers to “looks and feels good”?
a) Features
b) Conformance
c) Aesthetics ✅
d) Reliability
9. Which product quality dimension refers to the “customer's view of quality or reputation”?
a) Perceived quality ✅
b) Durability
c) Reliability
d) Features
10. What is the definition of quality dimensions of services?
a) Physical, tangible aspects of the product only
b) Actual services (intangible) ✅
c) The warranties provided with physical goods
d) The design features of tangible products
11. Which service quality dimension refers to “physical appearance”?
a) Reliability
b) Tangibles ✅
c) Assurance
d) Empathy
12. Which service quality dimension refers to “service done correctly”?
a) Responsiveness
b) Reliability ✅
c) Assurance
d) Empathy
13. Which service quality dimension refers to “quick and friendly”?
a) Tangibles
b) Empathy
c) Responsiveness ✅
d) Reliability
14. Which service quality dimension refers to “trustworthy and competent”?
a) Assurance ✅
b) Empathy
c) Responsiveness
d) Tangibles
15. Which service quality dimension refers to “caring and attentive”?
a) Tangibles
b) Empathy ✅
c) Responsiveness
d) Reliability
16. What is Total Quality Management (TQM)?
a) A system that focuses only on product inspection
b) A system for consistent quality, customer-focused, involves all employees, uses ISO
9000 standards ✅
c) A short-term program to reduce defects only
d) A marketing strategy to promote quality
