Marketing Communication Quiz: Customer Value, Satisfaction, Loyalty

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Marketing Communication Quiz: Customer Value, Satisfaction, Loyalty - Quiz

What do you know about marketing communication? What is the role of customer value, satisfaction, and loyalty in marketing communication? Take this trivia quiz and assess your knowledge about these things. Marketing communication refers to the use of various marketing tools and techniques in combination to promote any brand. Customer value, satisfaction, and loyalty are its core values. In the quiz below, we will test your knowledge of these three things only. Do you think you can ace this quiz? Give it a try!


Questions and Answers
  • 1. 

    All of the following statements regarding service recovery are correct except

    • A.

      Service recovery works only when service failures are common.

    • B.

      When a service failure occurs, you have to fix it immediately and drop everything else to take care of it.

    • C.

      Service recovery refers to all actions taken in response to a negative critical incident.

    • D.

      People remember bad service more than once, so it is important to design a system that minimizes bad services and recovers from them.

    Correct Answer
    C. Service recovery refers to all actions taken in response to a negative critical incident.
    Explanation
    Service recovery refers to all actions taken in response to a negative critical incident. This statement is incorrect because service recovery refers to actions taken to restore customer satisfaction after a service failure, not just negative critical incidents. Service recovery can be applied in various situations, not just limited to critical incidents.

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  • 2. 

    Expectations are a blend of desires for what n service can be and what it should be.

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    Explanation
    The statement is true because expectations are indeed a combination of desires for what a service can potentially offer and what it should ideally provide. When customers have certain expectations, they anticipate a certain level of quality, performance, and satisfaction from the service. These expectations are shaped by their personal desires and the perceived standards set by the industry or previous experiences. It is important for businesses to understand and meet these expectations in order to deliver a satisfactory service experience.

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  • 3. 

    Consumers’ evaluation of services is affected by their satisfaction with performance.

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    Explanation
    Consumers' evaluation of services is influenced by their satisfaction with performance because satisfaction is a key factor in determining how customers perceive and judge the quality of a service. When customers are satisfied with the performance of a service, they are more likely to have a positive evaluation and view the service as being of high quality. On the other hand, if customers are dissatisfied with the performance, their evaluation of the service is likely to be negative. Therefore, satisfaction with performance plays a crucial role in shaping consumers' evaluation of services.

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  • 4. 

    Performance can be equitable, expected, and ideal.

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    Explanation
    Performance can be equitable, expected, and ideal. This statement is true because performance can be evaluated based on different criteria. Equitable performance means that everyone is treated fairly and given equal opportunities. Expected performance refers to meeting the set standards and achieving the desired outcomes. Ideal performance indicates performing at the highest level and exceeding expectations. Therefore, performance can indeed be equitable, expected, and ideal.

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  • 5. 

    Ideal performance resembles what performance is likely to be.

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    Explanation
    The statement suggests that ideal performance is likely to be similar to actual performance, which is not necessarily true. Ideal performance refers to the best possible performance, while actual performance can vary and may not always reach the ideal level. Therefore, the statement is false as ideal performance does not necessarily resemble what performance is likely to be.

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  • 6. 

    Patient's perception of the value of pharmacy services depends on the quality of service.

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    Explanation
    The explanation for the given correct answer is that the patient's perception of the value of pharmacy services is indeed influenced by the quality of service provided. If the pharmacy offers high-quality service, such as accurate medication dispensing, clear communication, and personalized care, the patient is more likely to perceive the services as valuable. On the other hand, if the service is poor, with mistakes, long waiting times, or unhelpful staff, the patient may not see the value in the pharmacy services. Therefore, the quality of service plays a significant role in shaping the patient's perception of the value of pharmacy services.

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  • 7. 

    Behavioral loyalty means speaking highly of business or expressing preference over competitors.

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    Explanation
    Behavioral loyalty refers to the actions and behaviors exhibited by customers towards a business. It includes repeat purchases, recommending the business to others, and choosing the business over competitors. However, speaking highly of the business or expressing preference over competitors falls under attitudinal loyalty, which refers to customers' emotional attachment and positive attitudes towards a business. Therefore, the given statement is false as it incorrectly defines behavioral loyalty.

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  • 8. 

    Loyalty should be measured since it is an important indicator of satisfaction.

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    Explanation
    Loyalty should not be measured solely based on satisfaction. While loyalty can be influenced by satisfaction, it is not the only factor that determines loyalty. Other factors such as trust, commitment, and emotional connection also play a significant role in loyalty. Therefore, measuring loyalty should take into account a comprehensive set of indicators, not just satisfaction.

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  • 9. 

    All of the following can help pharmacists to control their practice, except

    • A.

      Marketing pharmaceutical services

    • B.

      Promoting their value to physicians and insurers

    • C.

      Promoting their value to patients

    • D.

      None of the choices

    Correct Answer
    D. None of the choices
    Explanation
    The correct answer is "None of the choices". This means that all of the given options can help pharmacists to control their practice. Marketing pharmaceutical services, promoting their value to physicians and insurers, and promoting their value to patients are all strategies that pharmacists can use to control their practice and ensure their services are recognized and valued by different stakeholders.

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  • 10. 

    Distinctive competence organizations consider service employees as an expense and provide services only to compete.

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    Explanation
    This statement suggests that organizations view service employees as a cost rather than an asset, and they only offer services in order to stay competitive in the market. This implies that the organizations do not prioritize providing excellent service or building customer relationships, but rather focus on the minimum level of service required to stay in the competition.

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  • 11. 

    The product approach to marketing focuses on all of the following factors to achieve success in business except: 

    • A.

      Amounts (availability )

    • B.

      Lower prices

    • C.

      Efficiency

    • D.

      Quality of the product

    • E.

      None of the choices

    Correct Answer
    E. None of the choices
    Explanation
    The product approach to marketing focuses on all of the factors mentioned in the question, including amounts (availability), lower prices, efficiency, and quality of the product. Therefore, none of the choices are excluded in the product approach to marketing.

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  • 12. 

    The following statements regarding pharmaceuticals are true except 

    • A.

      The design of the pharmacy determines the quality of services.

    • B.

      Poorly designed pharmacies cost less in serving patients.

    • C.

      The management of pharmacies determines the quality of services.

    • D.

      Poorly designed pharmacies are less effective to serving patients.

    Correct Answer
    B. Poorly designed pharmacies cost less in serving patients.
    Explanation
    The given answer states that poorly designed pharmacies cost less in serving patients. However, this statement is not true. In reality, poorly designed pharmacies may actually cost more in serving patients due to inefficiencies, errors, and lack of proper organization. A well-designed pharmacy, on the other hand, can enhance workflow, improve patient safety, and ultimately lead to better quality of services.

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Our quizzes are rigorously reviewed, monitored and continuously updated by our expert board to maintain accuracy, relevance, and timeliness.

  • Current Version
  • Dec 19, 2023
    Quiz Edited by
    ProProfs Editorial Team
  • Nov 25, 2022
    Quiz Created by
    Alfredhook3
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