Basic Concepts of Total Quality Management MCQs

Welcome to our comprehensive collection of Multiple Choice Questions (MCQs) on Basic Concepts of Total Quality Management, a fundamental topic in the field of Total Quality Management. Whether you're preparing for competitive exams, honing your problem-solving skills, or simply looking to enhance your abilities in this field, our Basic Concepts of Total Quality Management MCQs are designed to help you grasp the core concepts and excel in solving problems.

In this section, you'll find a wide range of Basic Concepts of Total Quality Management mcq questions that explore various aspects of Basic Concepts of Total Quality Management problems. Each MCQ is crafted to challenge your understanding of Basic Concepts of Total Quality Management principles, enabling you to refine your problem-solving techniques. Whether you're a student aiming to ace Total Quality Management tests, a job seeker preparing for interviews, or someone simply interested in sharpening their skills, our Basic Concepts of Total Quality Management MCQs are your pathway to success in mastering this essential Total Quality Management topic.

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Basic Concepts of Total Quality Management MCQs | Page 6 of 21

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Q51.
Which of the following is not a technique to study the ‘service quality gap’?

a.

Surveys

b.

Online Research

c.

Focus Groups

d.

Asking the boss of the company

Discuss
Answer: (d).Asking the boss of the company
Q52.
Which of the following is incorrect while referring to challenges faced while ensuring service quality?

a.

Customer expectations change over a period of time

b.

Different customers can have different expectations

c.

Customer expectations do not change at all

d.

Knowledge of all customers about the service may not be the same

Discuss
Answer: (c).Customer expectations do not change at all
Q53.
If the time taken to respond to customer complaints is less, which dimension of ‘service quality’ is strongly promoted?

a.

Responsiveness

b.

Aesthetics

c.

Empathy

d.

Durability

Discuss
Answer: (a).Responsiveness
Q54.
Company A and Company B are two social networking service companies. It has been found that Company A shares a user’s private information with undetectable sources while Company B is not accused of any such activities. Which dimension of ‘service quality’ is at stake?

a.

Security

b.

Empathy

c.

Responsiveness

d.

Durability

Discuss
Answer: (a).Security
Q55.
Amit is a Hindi speaking person. He resides in Chennai. He had to visit the Passport Office in Chennai to rectify some of the problems he was facing. He was surprised to find the staff at the Passport Office speaking in different languages. Name the dimension of ‘service quality’ which was enforced.

a.

Communication

b.

Security

c.

Timeliness

d.

Durability

Discuss
Answer: (a).Communication
Q56.
Company P and Q are two famous clothing companies in the city. Customers have complained that the staff at Company P are unaware of modern trends and seem to take no interest in understanding customer expectations. The staff at Company Q is knowledgeable and is aware of modern trends. What can you infer?

a.

Company P is more competent than Company Q

b.

Company Q is more competent than Company P

c.

Company P is at the same level as Company Q in terms of competency

d.

Competency cannot be compared

Discuss
Answer: (b).Company Q is more competent than Company P
Q57.
If all the service promised according to the time commitments are met then __________

a.

Timeliness is established

b.

Durability is found

c.

The service looks attractive

d.

Empathy is considered

Discuss
Answer: (a).Timeliness is established
Q58.
If an organization commits to 10 promises and if all the promises are met, then which ‘service quality’ dimension is strongly promoted?

a.

Completeness

b.

Timeliness

c.

Competence

d.

Tangibles

Discuss
Answer: (a).Completeness
Q59.
If an organization focuses on trustworthiness and belief considering the customer’s best interests, which dimension of ‘service quality’ is focused on by the organization?

a.

Credibility

b.

Aesthetics

c.

Durability

d.

Timeliness

Discuss
Answer: (a).Credibility
Q60.
Raju goes to the office from 9 am – 6 pm. He had enrolled himself at a gym center near his office. The gym is open from 6 am – 10 pm. Consider the timings of engagements of both Raju and the gym center, which dimension of ‘service quality’ is strongly promoted?

a.

Timeliness

b.

Accessibility and Convenience

c.

Credibility

d.

Reputation

Discuss
Answer: (b).Accessibility and Convenience
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