TOM 301 FINAL questions with correct
answers 100%
The dimensions of service quality - correct answer ✔✔** CRRTACTC**
1) convenience - the availability and accessibility of the service.
2) reliability- the ability to perform a service dependably, consistently, and accurately
3) responsiveness - the willingness of service providers to help customers in usual situations and to deal
with problems
4) time- the speed with which a service is delivered
5) assurance - the knowledge exhibited by personnel who come into contact with a customer and their
ability to convey trust and confidence.
6) courtesy - the way customers are treated by employees who come into contact with them.
7) tangibles - the physical appearance of facilities, equipment, personnel and communication materials.
8) consistency - the ability to provide the same level of good quality repeatedly.
The determinants of quality - correct answer ✔✔1) quality of design - the intention of designers to
include or exclude certain features in a product or service
2) quality of conformance - how well the product or service conforms to the design.
3) ease of use - increases the chances, but do guarantee, that a product will be used for its intended
purposes and in such a way that it will continue to function properly and safely
4) service and delivery - products do not always perform as expected, and services do not always yield
the desired results. Whatever the reason, it is important from a quality standpoint to remedy the
situation - through recall and repair of the product, adjustment, replacement or buyback, or reevaluation
of a service and do whatever is necessary to bring the product or service up to standard.
Use the dimensions of quality to describe typical characteristics of these products and services: - correct
answer ✔✔A. A television set - Performance, Aesthetics, Special features, Conformance, Reliability,
Durability, Perceived quality, and Serviceability.
B. A restaurant mean (Product) - Performance, Aesthetics, Special features, Conformance, Reliability,
Durability, Perceived quality, and Serviceability
answers 100%
The dimensions of service quality - correct answer ✔✔** CRRTACTC**
1) convenience - the availability and accessibility of the service.
2) reliability- the ability to perform a service dependably, consistently, and accurately
3) responsiveness - the willingness of service providers to help customers in usual situations and to deal
with problems
4) time- the speed with which a service is delivered
5) assurance - the knowledge exhibited by personnel who come into contact with a customer and their
ability to convey trust and confidence.
6) courtesy - the way customers are treated by employees who come into contact with them.
7) tangibles - the physical appearance of facilities, equipment, personnel and communication materials.
8) consistency - the ability to provide the same level of good quality repeatedly.
The determinants of quality - correct answer ✔✔1) quality of design - the intention of designers to
include or exclude certain features in a product or service
2) quality of conformance - how well the product or service conforms to the design.
3) ease of use - increases the chances, but do guarantee, that a product will be used for its intended
purposes and in such a way that it will continue to function properly and safely
4) service and delivery - products do not always perform as expected, and services do not always yield
the desired results. Whatever the reason, it is important from a quality standpoint to remedy the
situation - through recall and repair of the product, adjustment, replacement or buyback, or reevaluation
of a service and do whatever is necessary to bring the product or service up to standard.
Use the dimensions of quality to describe typical characteristics of these products and services: - correct
answer ✔✔A. A television set - Performance, Aesthetics, Special features, Conformance, Reliability,
Durability, Perceived quality, and Serviceability.
B. A restaurant mean (Product) - Performance, Aesthetics, Special features, Conformance, Reliability,
Durability, Perceived quality, and Serviceability
