Service Marketing Midterm Spring 2025 Question Paper

Semester: Spring 2025 Time: 1 Hour 30 Minutes Course Code: MKT-406 Section: 61-A "Answer all of the following questions. Examination: Mid-term Course Title: Service Marketing Course Teacher's Initial Name: DMI (5x5=25) 1. Differentiate between tangible products and services. Analyze the distinctive features of services with reference to Uber Bangladesh. (2+3) [CLO- 1 + 2] [LEVEL-4] 2. Discuss the components of the extended marketing mix for services and compare the marketing challenges faced by BRAC Bank and Pran-RFL Group. (5) [CLO- 1 + 2] [LEVEL- 6] 3. Discuss the GAP model of service quality how each gap in the model can be evaluated in the context of the hospitality industry, specifically for The Westin Dhaka. (5) [CLO-1 + 3] [LEVEL- 6] 4. Identify the key factors influencing customers' expectations of desired and adequate service. Demonstrate how the concept of the "Zone of Tolerance" applies to a ride-sharing service like Pathao. (3+2) [CLO- 1 + 2] [LEVEL- 3] 5. Compare and contrast service quality and customer satisfaction. Assess how the five dimensions of service quality can be applied to evaluate the performance of Grameenphone. (2+3) ICLO-1+4］ [LEVEL- 5] CS CamScanner