Question 1

________ refers to the efficiency with which a product achieves its intended purpose.
A) Performance
B) Features
C) Reliability
D) Conformance
E) Serviceability

Accepted Answer

Performance refers to the ability of a product to achieve its intended purpose efficiently. It is a crucial factor that determines customer satisfaction and loyalty. A product with good performance will typically have fast processing speeds, few errors or bugs, and a high level of usability.

Question 2

Which of the following is not one of Garvin's "definitions" of quality?
A) transcendent
B) value-based
C) manufacturing-based
D) user-based
E) cost-based

Accepted Answer

Garvin's "definitions" of quality include transcendent, value-based, manufacturing-based, user-based, and product-based. There is no "cost-based" definition of quality by Garvin.

Question 3

Which of the following is not one of Parasuraman, Zeithamel, and Berry's dimensions of service quality?
A) tangibles
B) service reliability
C) contiguity
D) responsiveness
E) assurance

Accepted Answer

Contiguity is not one of the five dimensions of service quality identified by Parasuraman, Zeithamel, and Berry. The five dimensions are tangibles, reliability, responsiveness, assurance, and empathy.

Question 4

Which of Garvin's dimensions of quality include the "bells and whistles" contained in products?
A) performance
B) conformance
C) features
D) aesthetics
E) perceived quality

Accepted Answer

Garvin's dimension of quality that includes the "bells and whistles" contained in products is features.

Question 5

Which of the following is not one of Garvin's eight quality dimensions?
A) reliability
B) performance
C) conformance
D) aesthetics
E) efficiency

Accepted Answer

Efficiency is not one of Garvin's eight quality dimensions. The other options, reliability, performance, conformance, and aesthetics, are all included in Garvin's framework.

Question 6

Garvin's ________ definition of quality states that if the customer is satisfied, the product has good quality.
A) product-based
B) user-based
C) value-based
D) manufacturing-based
E) transcendent

Accepted Answer

Garvin's user-based definition of quality focuses on the perception of the customer. In this definition, quality is determined by how well the product meets the customer's needs and expectations. Therefore, if the customer is satisfied, the product is considered to have good quality.

Question 7

________ is the ease of repair for a product.
A) Durability
B) Reliability
C) Conformance
D) Contiguity
E) Serviceability

Accepted Answer

Serviceability refers to the ease of repair for a product, making it the best choice for this question. Durability refers to the ability of a product to withstand wear and tear over time. Reliability refers to the consistency and accuracy of a product's performance. Conformance refers to the degree to which a product meets established standards and specifications. Contiguity refers to the physical closeness or proximity of two or more objects.

Question 8

________ are subjective sensory characteristics such as taste, feel, sound, look, and smell.
A) Intangibles
B) Logistics
C) Aesthetics
D) Tangibles
E) Features

Accepted Answer

Aesthetics refers to the subjective sensory characteristics of a product or service, such as its taste, feel, sound, look, and smell. This term is commonly used in marketing and design to describe the overall experience of a product or service. The other options, such as intangibles, logistics, tangibles, and features, do not fully capture the sensory and experiential aspects of a product or service.

Question 9

________ is the degree to which a product tolerates stress or trauma without failing.
A) Serviceability
B) Conformance
C) Durability
D) Performance
E) Reliability

Accepted Answer

Durability refers to the ability of a product to withstand stress or trauma without failing. Serviceability refers to the ease with which a product can be repaired or maintained. Conformance refers to the degree to which a product meets established standards. Performance refers to the ability of a product to perform a specific task or function. Reliability refers to the consistency and dependability of a product's performance over time.

Question 10

According to Garvin's ________ definition of quality, quality is something that is intuitively understood but nearly impossible to communicate, such as beauty or love.
A) value-based
B) manufacturing-based
C) user-based
D) product-based
E) transcendent

Accepted Answer

Garvin's definition of quality fell in with the philosophy that quality is "transcendent," and therefore, it is not limited to what can be specifically defined. It is something that is instinctively understood but difficult to convey in words, like love or beauty.

Question 11

Which of the following choices correctly matches one of Garvin's dimensions of quality with its definition?
A) reliability-refers to the efficiency with which a product achieves its intended purpose
B) serviceability-the ease of repair of a product
C) conformance-the degree to which a product tolerates stress or trauma without failing
D) performance-subjective sensory characteristics such as taste, feel, sound, look, and smell
E) aesthetics-refers to the propensity for a product to perform consistently over its useful design life

Accepted Answer

Garvin's dimension of serviceability refers to the ease of repair of a product, which matches choice B.

Question 12

According to Garvin's ________ definition of quality, quality is conformance to the design specifications.
A) transcendent
B) manufacturing-based
C) user-based
D) product-based
E) value-based

Accepted Answer

Garvin's definition of quality falls under the manufacturing-based view, where quality is defined as conformance to design specifications. This view emphasizes the importance of controlling and improving the production process to ensure that the product meets the intended design and meets customer expectations.

Question 13

Which of the following choices correctly matches one of Garvin's definitions of quality with its explanation?
A) manufacturing-based definition-quality is found in the components and attributes of a product
B) value-based definition-if the product conforms to design specifications, it has good quality
C) user-based definition-if the customer is satisfied, the product has good quality
D) product-based definition-quality is something that is intuitively understood but nearly impossible to communicate, such as beauty or love
E) transcendent definition-if the customer is satisfied, the product has good quality

Accepted Answer

The answer of Which of the following choices correctly matches...

Question 14

________ is the willingness of the service provider to be helpful and prompt in providing service.
A) Assurance
B) Service reliability
C) Responsiveness
D) Empathy
E) Conformance

Accepted Answer

Responsiveness refers to the willingness of the service provider to be prompt and helpful in providing service to the customer. This includes taking immediate action to resolve any customer complaints, addressing customer needs and requests in a timely manner, and being readily available to assist customers.

Question 15

In the context of service quality, ________ include the physical appearance of the service facility, the equipment, the personnel, and the communication materials.
A) intangibles
B) logistics
C) features
D) tangibles
E) aesthetics

Accepted Answer

Tangibles refer to the physical evidence of the service, including the facility, equipment, personnel, and communication materials. This is an important aspect of service quality as it forms the basis of the customer's perception of the service.

Question 16

________ refers to the propensity for a product to perform consistently over its useful design life.
A) Conformance
B) Durability
C) Perceived quality
D) Reliability
E) Serviceability

Accepted Answer

Reliability refers to the ability of a product to perform consistently over its useful design life. This includes ensuring that the product will not fail unexpectedly, that it will perform its intended function consistently, and that it will maintain its level of performance over time. Durability is also important for ensuring reliability, as products that are prone to damage or wear and tear will not perform consistently over their useful life.

Question 17

If you select a physician based solely on reputation, you are basing your decision on which of the following dimensions of service quality?
A) responsiveness
B) empathy
C) service reliability
D) assurance
E) tangibles

Accepted Answer

The answer of If you select a physician based solely...

Question 18

Which of the following is the most traditional dimension of quality?
A) durability
B) reliability
C) features
D) performance
E) conformance

Accepted Answer

The answer of Which of the following is the most...

Question 19

________ is based on customers' opinion on products and services.
A) Conformance
B) Aesthetics
C) Durability
D) Performance
E) Perceived quality

Accepted Answer

Perceived quality is defined as the customers' opinion or subjective evaluation of a product or service based on their own expectations, experiences, and beliefs. It is influenced by various factors such as brand image, advertising, reputation, word-of-mouth, and personal preferences. Therefore, perceived quality is an important aspect of customer satisfaction and loyalty.

Question 20

According to Garvin's ________ definition of quality, quality is found in the components and attributes of a product.
A) manufacturing-based
B) value-based
C) user-based
D) transcendent
E) product-based

Accepted Answer

Garvin's product-based definition of quality focuses on the specific attributes and components of a product, emphasizing measurable characteristics.

Quiz 1: Differing Perspectives on Quality

________ refers to the efficiency with which a product achieves its intended purpose.

Which of the following is not one of Garvin's "definitions" of quality?

Which of the following is not one of Parasuraman, Zeithamel, and Berry's dimensions of service quality?

Which of Garvin's dimensions of quality include the "bells and whistles" contained in products?

Which of the following is not one of Garvin's eight quality dimensions?

Garvin's ________ definition of quality states that if the customer is satisfied, the product has good quality.

________ is the ease of repair for a product.

________ are subjective sensory characteristics such as taste, feel, sound, look, and smell.

________ is the degree to which a product tolerates stress or trauma without failing.

According to Garvin's ________ definition of quality, quality is something that is intuitively understood but nearly impossible to communicate, such as beauty or love.

Which of the following choices correctly matches one of Garvin's dimensions of quality with its definition?

According to Garvin's ________ definition of quality, quality is conformance to the design specifications.

Which of the following choices correctly matches one of Garvin's definitions of quality with its explanation?

________ is the willingness of the service provider to be helpful and prompt in providing service.

In the context of service quality, ________ include the physical appearance of the service facility, the equipment, the personnel, and the communication materials.

________ refers to the propensity for a product to perform consistently over its useful design life.

If you select a physician based solely on reputation, you are basing your decision on which of the following dimensions of service quality?

Which of the following is the most traditional dimension of quality?

________ is based on customers' opinion on products and services.

According to Garvin's ________ definition of quality, quality is found in the components and attributes of a product.