Download PTU B.Tech 2021 Jan Industrial Engineering And Management-Spl. in TQM 7th Sem 71703 Service Marketing And Quality Question Paper

Roll No.

Total No. of Pages : 02

Total No. of Questions : 16

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B.Tech. (Ind. Engg.(Spl. in TQM)) (Sem.-7)

SERVICE MARKETING & QUALITY

Subject Code : IEM-756

M.Code : 71703

Time: 3 Hrs. Max. Marks : 40

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INSTRUCTIONS TO CANDIDATES :

1. Attempt All EIGHT Questions from SECTION-A carrying TWO marks each.
2. Attempt any SIX questions out of EIGHT from SECTION-B carrying FOUR marks each.

SECTION-A

1. Define Services.

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2. Highlight the factors responsible for the growth of the service sector.
3. Outline the concept of Service recovery.
4. Describe the Meaning, nature and role of Physical evidence in the service environment.
5. Enlist the steps in the purchase process for service.
6. Highlight the process approach to service delivery.

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7. Write a short note on customer retention.
8. Describe important elements of the service marketing mix.

SECTION-B

1. Discuss the concept of Waiting line Strategies with illustrations.
2. Outline the process involved in service development and design, with examples.

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3. Highlight the importance of marketing of banking and financial services.
4. Critically examine the need and importance of marketing of health care services. Also, highlight unique features of health care systems.
5. Describe the SERVQUAL model - Gap model of service quality for measuring and evaluating service quality.
6. Elaborately discuss the services marketing triangle.
7. Outline strategies to build customer loyalty towards a service.

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8. What are the various issues considered by the management while improving the quality of service?

NOTE: Disclosure of Identity by writing Mobile No. or Making of passing request on any page of Answer Sheet will lead to UMC against the Student.

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