June – 2021
B.Com. (VI Semester) Examination
Commerce
Paper: BCM – 604 (Gr.-A) New Course
(Marketing of Services)
Full Marks : 80
Pass Marks : 35%
Time : Three Hours
Notes: (i) Read the questions carefully, follow the instructions and answer accordingly.
(ii) The figures in the margin indicate full marks for the questions.
Section- I
1. Answer the following questions: 2X5=10
(a) Define Service.
(b) What do you mean by customer loyalty?
(c) Define ‘Service Satisfaction.’
(d) What do you understand by the term “Extended Ps”
(e) Describe the components of ‘Financial Services’.
Section-II
2. Answer any Four questions from the following: 5X4=20
(a) State the clarification of Services.
(b) Explain the factors affecting Service Quality.
(c) Describe the strategies to maintain the Customer Loyalty.
(d) Briefly discuss the roles of Channels of Distribution in a service market.
(e) Describe the role of Tourism for economic development of India.
(f) Describe various Promotional activities under taken for banking services.
Section- III
3. Answer any Five questions from the following: 10X5=50
(a) Discuss the factors influencing Customer Perception with examples.
(b) Elucidate in details the Environment of Service Marketing in India.
(c) Explain GAPS model of Service Marketing.
(d) Discuss the factors affecting Consumer Behaviour.
(e) Write a note on the application on IT in Service Sector.
(f) Discuss the initiatives taken by government for healthcare sector in India.
(g) Explain the pricing strategies adopted by the Service Providers in India.
