Download PTU (Punjab Technical University) B.Tech (Bachelor of Technology) / BE (Bachelor of Engineering) 2021 January Industrial Engineering And Management-Spl. in TQM 7th Sem 71703 Service Marketing And Quality Previous Question Paper
Total No. of Pages : 02
Total No. of Questions : 16
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
INST RUCT IONS T O CANDIDAT ES :
1 .
Attempt All EIGH T Questions from SECT ION -A c arrying T WO mark s each .
2 .
Attempt any SIX q ues tions out of EIGHT from SECT ION -B ca rrying FOUR marks
each.
SECTION-A
1)
Define Services.
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.
7)
Write a short note on customer retention.
8)
Describe important elements of the service marketing mix.
SECTION-B
9)
Discuss the concept of Waiting line Strategies with illustrations.
10) Outline the process involved in service development and design, with examples.
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11) Highlight the importance of marketing of banking and financial services.
12) Critically examine the need and importance of marketing of health care services. Also,
highlight unique features of health care systems.
13) Describe the SERVQUAL model - Gap model of service quality for measuring and
evaluating service quality.
14) Elaborately discuss the services marketing triangle.
15) Outline strategies to build customer loyalty towards a service.
16) 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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This post was last modified on 26 June 2021