MIDTERM EXAMINATION IN TOURISM SERVICE QUALITY MANAGEMENT
Quiz by Kaileen Ricasa
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- Q1
Durability is a dimension of product quality.
truefalseTrue or False30s - Q2
Conformance is a dimension of service quality.
falsetrueTrue or False30s - Q3
It answer the question "Will the product do the intended job?" and consists of the primary operating characteristics of a product.
Performance
Reliability
Features
Conformance
30s - Q4
It is how long a customer will use the product up to the point where it breakdowns and cannot use it anymore
Reliability
Performance
Conformance
Durability
30s - Q5
Serviceability answers the question How easy is it to repair the product?.
truefalseTrue or False30s - Q6
Which of the following is NOT satisfiable by Aesthetics?
Sense of smell
Sense of performance
Sense of touch
Sense of taste
30s - Q7
It is the equivalent of the physical characteristics of quality of goods.
Products
Service
Tangibles
Intangibles
30s - Q8
It refers to the caring attention given by the employees to the customers during service.
Empathy
Conformance
Assurance
Reliability
30s - Q9
It is the willingness to help customers and provide prompt service.
Empathy
Reliability
Assurance
Responsiveness
30s - Q10
Which of the following is NOT an organization under the hospitality industry?
Construction Firm
Beaches
Restaurant
Hotels
30s - Q11
Who among the following defines the quality of a service and product of an establishment?
Managers
Tour Guides
Auditors
Guests
30s - Q12
It refers to the act of a customer where they compare their expectations to the organization’s performance.
Service Quality Management
Service Quality
Service Value
Service Value Management
30s - Q13
In making a product, if a product has a defect, the inspector can send the defective product back to rework so that the customer never sees it.
truefalseTrue or False30s - Q14
It is the result of guestology.
Guest satisfaction
Meeting guest’s needs
Meeting guest’s wants
Meeting guest’s expectation
30s - Q15
Which of the following is TRUE?
Repeat guests may have general expectations.
A repeat guest may have more general expectations based on past experience.
First time guests may have specific expectations.
A repeat guest may have more specific expectations based on past experience.
30s