June – 2021
B.Com (VI Semester) Examination
Commerce
Paper: BCM – 604 (Group-A) (Old Course)
(Marketing of Services)
Full Marks : 80
Pass Marks : 35%
Time : Three Hours
Notes: (i) Answer as per instruction in each section.
(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) Mention two features of service
c) State two merits of ‘service planning’
d) What do you mean by ‘Service Quality?’
e) Define custom expectations.
SECTION II
2. Answer any four questions from the following: 5x4=20
a) State the strategies adopted to meet the customer expectation.
b) Discuss various types of services.
c) Explain the factors affecting Service Quality.
d) Briefly discuss the channels of service distribution in India.
e) Point out the importance of tourism in today’s world.
f) State the types of promotional measures undertaken in service marketing.
SECTION III
3. Answer any five questions from the following: 10x5=50
a) Elucidate in details the Environment of Service Marketing prevailed in India
b) Write a note on “the factors influencing customer perception”.
c) Critically analyze the GAPS Model f Service Marketing.
d) Discuss the factors affecting the price of a service.
e) Write a note on Service Marketing applications.
f) Discuss the initiatives taken by government for Healthcare Sector in India.
g) What do you mean by 7Ps? Discuss the importance of 7Ps in Service Marketing.
