CHAPTER 1
DIFFERING PERSPECTIVES ON QUALITY
MULTIPLE-CHOICE QUESTIONS
What Is Quality?
Which of the following is not one of Garvin’s “definitions” of quality?
transcendent
value-based
manufacturing-based
user-based
cost-based
ANSWER: e; DIFFICULTY: moderate
According to Garvin’s __________ definition of quality, quality is conformance to
the design specifications.
transcendent
manufacturing-based
user-based
product-based
value-based
ANSWER: b; DIFFICULTY: moderate
According to Garvin’s __________ definition of quality, quality is found in the
components and attributes of a product.
manufacturing-based
value-based
user-based
transcendent
product-based
ANSWER: e; DIFFICULTY: moderate
Garvin’s __________ definition of quality states that if the customer is satisfied,
the product has good quality.
product-based
user-based
value-based
manufacturing-based
transcendent
ANSWER: b; DIFFICULTY: moderate
Which of the following choices correctly matches one of Garvin’s definitions of
quality with its explanation?
manufacturing-based definition— quality is found in the components and attributes
of a product
value-based definition— if the product is perceived as providing good value for the
price, it has good quality
user-based definition— if the product conforms to design specifications, it has
good quality
product-based definition— quality is something that is intuitively understood but
nearly impossible to communicate such as beauty or love
transcendent definition— if the customer is satisfied, the product has good quality
ANSWER: b; DIFFICULTY: hard
,Which of the following is not one of Garvin’s eight quality dimensions?
reliability
performance
conformance
aesthetics
efficiency
ANSWER: e; DIFFICULTY: moderate
__________ refers to the efficiency with which a product achieves its intended
purpose.
Performance
Features
Reliability
Conformance
Serviceability
ANSWER: a; DIFFICULTY: moderate
Which of Garvin’s dimensions of quality include the bells and whistles contained in
products?
performance
conformance
features
aesthetics
perceived quality
ANSWER: c; DIFFICULTY: moderate
,__________ refers to the propensity for a product to perform consistently over its
useful life.
Conformance
Durability
Perceived quality
Reliability
Serviceability
ANSWER: d; DIFFICULTY: moderate
Which of the following is the most traditional definition of quality?
durability
reliability
features
performance
conformance
ANSWER: e; DIFFICULTY: moderate
Which of the following choices correctly matches one of Garvin’s dimensions of
quality with its definition?
reliability—refers to the efficiency with which a product achieves its intended
purpose
serviceability – the ease of repair of the product
features—the ease of repair for a product.
performance—subjective sensory characteristics such as taste, feel, sound, look,
and smell
aesthetics—refers to the propensity for a product to perform consistently over its
useful design life.
ANSWER: b; DIFFICULTY: hard
Service Quality Dimensions
Which of the following is not one of Parasuraman, Zeithamel, and Berry’s dimensions
of service quality?
tangibles
service reliability
contiguity
responsiveness
assurance
ANSWER: c; DIFFICULTY: moderate
, In the context of service quality, __________ include the physical appearance of
the service facility, the equipment, the personnel, and the communication material.
intangibles
empathy
service reliability
tangibles
aesthetics
ANSWER: d; DIFFICULTY: moderate
If you select a physician solely on the reputation of the physician, you are basing
your decision of which of the following dimensions of service quality?
responsiveness
empathy
service reliability
assurance
perceived quality
ANSWER: c; DIFFICULTY: moderate
__________ is the willingness of the service provider to be helpful and prompt in
providing service.
Assurance
Service reliability
Responsiveness
Empathy
Conformance
ANSWER: c; DIFFICULTY: moderate
Which dimension of service quality refers to the knowledge and courtesy of
employees and their ability to inspire trust and confidence?
empathy
service reliability
tangibles
responsiveness
assurance
ANSWER: e; DIFFICULTY: moderate
DIFFERING PERSPECTIVES ON QUALITY
MULTIPLE-CHOICE QUESTIONS
What Is Quality?
Which of the following is not one of Garvin’s “definitions” of quality?
transcendent
value-based
manufacturing-based
user-based
cost-based
ANSWER: e; DIFFICULTY: moderate
According to Garvin’s __________ definition of quality, quality is conformance to
the design specifications.
transcendent
manufacturing-based
user-based
product-based
value-based
ANSWER: b; DIFFICULTY: moderate
According to Garvin’s __________ definition of quality, quality is found in the
components and attributes of a product.
manufacturing-based
value-based
user-based
transcendent
product-based
ANSWER: e; DIFFICULTY: moderate
Garvin’s __________ definition of quality states that if the customer is satisfied,
the product has good quality.
product-based
user-based
value-based
manufacturing-based
transcendent
ANSWER: b; DIFFICULTY: moderate
Which of the following choices correctly matches one of Garvin’s definitions of
quality with its explanation?
manufacturing-based definition— quality is found in the components and attributes
of a product
value-based definition— if the product is perceived as providing good value for the
price, it has good quality
user-based definition— if the product conforms to design specifications, it has
good quality
product-based definition— quality is something that is intuitively understood but
nearly impossible to communicate such as beauty or love
transcendent definition— if the customer is satisfied, the product has good quality
ANSWER: b; DIFFICULTY: hard
,Which of the following is not one of Garvin’s eight quality dimensions?
reliability
performance
conformance
aesthetics
efficiency
ANSWER: e; DIFFICULTY: moderate
__________ refers to the efficiency with which a product achieves its intended
purpose.
Performance
Features
Reliability
Conformance
Serviceability
ANSWER: a; DIFFICULTY: moderate
Which of Garvin’s dimensions of quality include the bells and whistles contained in
products?
performance
conformance
features
aesthetics
perceived quality
ANSWER: c; DIFFICULTY: moderate
,__________ refers to the propensity for a product to perform consistently over its
useful life.
Conformance
Durability
Perceived quality
Reliability
Serviceability
ANSWER: d; DIFFICULTY: moderate
Which of the following is the most traditional definition of quality?
durability
reliability
features
performance
conformance
ANSWER: e; DIFFICULTY: moderate
Which of the following choices correctly matches one of Garvin’s dimensions of
quality with its definition?
reliability—refers to the efficiency with which a product achieves its intended
purpose
serviceability – the ease of repair of the product
features—the ease of repair for a product.
performance—subjective sensory characteristics such as taste, feel, sound, look,
and smell
aesthetics—refers to the propensity for a product to perform consistently over its
useful design life.
ANSWER: b; DIFFICULTY: hard
Service Quality Dimensions
Which of the following is not one of Parasuraman, Zeithamel, and Berry’s dimensions
of service quality?
tangibles
service reliability
contiguity
responsiveness
assurance
ANSWER: c; DIFFICULTY: moderate
, In the context of service quality, __________ include the physical appearance of
the service facility, the equipment, the personnel, and the communication material.
intangibles
empathy
service reliability
tangibles
aesthetics
ANSWER: d; DIFFICULTY: moderate
If you select a physician solely on the reputation of the physician, you are basing
your decision of which of the following dimensions of service quality?
responsiveness
empathy
service reliability
assurance
perceived quality
ANSWER: c; DIFFICULTY: moderate
__________ is the willingness of the service provider to be helpful and prompt in
providing service.
Assurance
Service reliability
Responsiveness
Empathy
Conformance
ANSWER: c; DIFFICULTY: moderate
Which dimension of service quality refers to the knowledge and courtesy of
employees and their ability to inspire trust and confidence?
empathy
service reliability
tangibles
responsiveness
assurance
ANSWER: e; DIFFICULTY: moderate
