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Legislative and Organizational Concepts Quiz

The document consists of a series of questions and answers related to public administration, governance, organizational behavior, and development theories. It covers various topics such as the roles of legislative organs, project management, urban governance, and ethical considerations in public service. Each question is followed by the correct answer, providing insights into key concepts in the field.

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0% found this document useful (0 votes)
79 views24 pages

Legislative and Organizational Concepts Quiz

The document consists of a series of questions and answers related to public administration, governance, organizational behavior, and development theories. It covers various topics such as the roles of legislative organs, project management, urban governance, and ethical considerations in public service. Each question is followed by the correct answer, providing insights into key concepts in the field.

Uploaded by

melakubekele71
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd

1, From the roles of legislative organs, which is under the authority of House of Federation?

a. Deliberate on audit report.


b. Ratification of annual budget of Federal Government
C. Levy income taxes and duties
d. Decision on block grant subsidy formula
Ans. D
2, What do we mean by re-inventing government?
a. Creating Mission Driven Government
b. Establishing result-oriented government
c. Enterprising government
d. All
Ans. D
3, Among the following alternatives, which one contains only elements of formal organization?
a. Organization charts, Spans of control and leadership
b. Leadership, personal and group goals and perceptions
c. Policies, procedures, group norms and sentiments
d. Job descriptions, job specifications and written objectives
Ans. D
4,_________ Political culture refers to the situation where citizens have awareness about the
political system but are passive.
a. Parochial political culture
b. Participative political culture
c. Subject political culture
d. Democratic political culture
Ans. C
5, Select the kind of behaviours that you classify as individual behaviour.
a. Personality, value and attitude
b. Leadership and motivation process
c. Communication and conflict
d. Work process and culture
Ans. A
6, Occupation of a particular position or role in the organization provide managers with which
type of power?
a. Legitimate power to give order
b. Referent power to be liked or admired
C. Expertise power to better know or do something
d. All sorts of powers
Ans. A
7, According Todaro (1994), all of the following are core values that serve as the conceptual
bases and practical guidelines for understanding the essence of development except;
a. Freedom from servitude
b. Empowerment
C. Self-esteem
d. Sustenance
Ans. B
8, The doctrines of New Public Management proposed one of the principle of function of the
government. Which one?
a. Government should perform more functions on its own and fewer functions in partnership
with other actors
b. Government should perform fewer functions on its own and no with partnership with other
actors
c. Government should perform fewer functions on its own and more in partnership with other
actors
d. Government should perform more functions on its own and no in partnership with other
actors.
Ans. C
9, In a financial management system of NGOs, which one is part of project proposal that indicate
planned project costs?
a. Keeping records.
b. Auditing
C. Financial reporting
d. Budgeting
Ans. D
10, Identify The key elements of participatory or people-centered development administration
approach identified by Singhal in 1980s;
a. Attitudinal change by different ways and close observations and discussions among officials
and the people
b. Respecting the ideas of employees and the beneficiaries without evaluation or criticism;
c. Stimulating ideas from all levels and acceptance of good ideas for implementation
d. All
Ans. D
11, Among the following functions, which one is not part of budget preparation phase?
a. Budget transfer
b. Budget hearing
c. Budge ceiling
d. Budget call
Ans. A
12, In allocation of fiscal powers, which of the following principles can be achieved through
inter-governmental transfer of resources.
a. Desired effects
b. Efficiency
c. Economy
d. Adequacy
Ans. D
13, If parties in conflict have possibility that allow both of them to achieve their desired
outcomes, what conflict resolution mechanism should they apply?
a. Collaboration
b. Accommodation
C. Competition
d. Avoidance
Ans. A
14, Administrative project closure involves;
a. Archiving project information
b. Personnel reassignment
c. Contract closure.
d. All
Ans. D
15, All of the following is/are true about project termination or project closure except;
a. It begins when the user accepts the project deliverables and the project oversight authority
concludes that the project has met the goals established.
b. It ends when the user accepts the project deliverables and the project oversight authority
concludes that the project has met the goals established.
c. It is a phase where we turnover project deliverables to operations
d. None
Ans. D
16, Which of the following are NOT features of traditional societies identified by Durkheim?
a. They perform simple and limited tasks based on families or clans labor identified by village
level settlements
b. He argues that such social groups are 'segmental Society'
C. Division of labor is simple and restricted to the capabilities of members in the group.
d. He called such form of social cohesion as "Organic solidarity”
Ans. D
17, Among the following what cannot be achieved through service delivery performance
measurement?
a. Identification of success factors
b. Measurement achieves nothing
c. Learning to correct future failure
d. Establishing accountable system
Ans. B
18, The rise of NGOs as actors in development is associated with.
a. NGO's unsuitability for a more 'people-centered' vision of development action
b. Increasing acceptance of modernization ideology or radical
C. dependency theory Success of macro-level development theories in transforming developing
countries
d. Understanding of NGOs as sources of new and alternative development
Ans. D
19, Which of the statements correctly describes the meaning of ethics?
a. Ethics helps to guide attitude, but not behaviour, choices and actions
b. Ethics studies what is legally permitted or prohibited
C. Ethics is a set of standards that society places on another society to control their behaviour
d. Ethics examines the rationality of justification for our moral judgments
Ans.
20, The scientific management theory mostly criticized for its ignorance of
a. Role of selection of suitable personnel for a given job
b. Application of scientific methods to discover new knowledge
c. Application of mechanical approach to the complex human behavior
d. Role of scientific study of work methods to improve efficiency
Ans. C
21, Choose among the following kinds of the study of ethics, that concerned with the study of
ethical action and the development of theories governing what one's behaviour and conduct
should be.
a. Normative ethics
b. Meta ethics
c. Applied ethics
d. Descriptive ethics
Ans. A
22, What is your view on what NGOs must consider for deciding their objectives and missions?
a. Identifying a problem to be addressed
b. Determine measures to be taken to solve the identified problem
c. Identify problem, solution and beneficiary is all important
d. Define beneficiaries to be rescued from the problem
Ans. C
23, What purpose you do not believe that students of Public Administration can achieve by
learning organization theories in their core courses?
a. They can learn the skill of cutting metals
b. They can understand organizational problems related to inter- relationship
c. They can understand organizational problems related to coordination
d. They can understand organizational problems related to the structure
Ans. A
24, If 'an author' considers Public Administration as a scientific study of human behavior in
diverse social environments, where do you classify the approach of such an author?
a. Mechanical approach
b. Juridical approach
C. Institutional approach
d. Behavioral Approach
Ans. D
25, What do you think are the major criticism against international trade?
a. Developing countries can be impaired from exploiting the full potential of the global market
due the restrictions on the free flow of capital, labor and goods,
b. The assumption of "comparative advantage", which is the foundation of the principles of trade,
is static and is against the law of change in the development process.
c. In reality, foreign trade takes place in an unbalanced market environment
d. All
Ans. D
26, NGOS that face scarcity of funds and much occupied in solving present problems with the
existing work, most likely focus on which of the kinds of plan?
a. Long term plan
b. 10 years Strategic plan
C. No planning
d. Project based plan
Ans. D
27, Which of the following views assumes 'management is management' and NGOS should seek
to strengthen their management by drawing strongly on mainstream business thinking?
a. Generic view of NGOS management
b. Adaptive' view of NGO management
c. Distinctive' view of NGO management
d. All views of NGO management
Ans.
28, In your view, which of the following are challenges of urban governance in developing
countries?
a. Limited financial capacity to meet service demands
b. Security issues
c. Cultural and socioeconomic diversity
d. All
Ans. D
29, Which statement about the pattern of behaviour and environment is unlikely to be true?
a. The individual can change the environment by determination and motivation
b. The environment may change the behavior of an individual.
C. People behave in the same manner while in different environment
d. Different people may behave differently in the same or similar environment
Ans. A
30, What does 'division of labor' as stipulated by Max Weber enable an organization to achieve?
a. Efficiency through specialization
b. Coordination through cross functional team
c. Cost saving through flat organization
d. Widen the range of responsibilities of employees
Ans. A
31, All of the following are objectives of Urban development policy of Ethiopia except;
a. To alleviate housing problems
b. To expand slum dwelling
c. To promote urban areas as engines of economic growth
d. To reduce unemployment and poverty
Ans. B
32, Which one should not be the major decision points in public service program evaluation?
a. How to please service delivering agent
b. Whether the evaluation is need or not
c. The purpose of the evaluation
d. The scope and focus of the evaluation
Ans. A¡¡
33, In public sector organization that adopt mechanistic organizational structure, which of the
following feature will be unlikely seen
a. Centralization and High formalization
b. Clear chain of command and Narrow span of control
c. Cross-functional teams and Flexible departmentalization
d. High specialization and Rigid departmentalization
Ans. C
34, All of the following are reasons to study and realize development except;
a. It is not an option since majority of the world countries are under developed
b. Human Compassion
c. To minimize the act of global terrorism
d. None
Ans. D
35, In the past, higher education in Ethiopia was provided by public institutions, following
regime change the private sector involvement in provision of education service has started.
Which form of reforms has brought this change?
a. Privatization through concession
b. Privatization through divestiture
C. Privatization through deregulation
d. Privatization though public offering
Ans. C
36, The act of using public resource for hiring, renting, or procuring of goods and services fall in
which stage of budget process
a. Budget appropriations
b. Budget preparation
c. Budget execution
d. Budget evaluation
Ans. C
37, Public private partnership involves which of the following participants?
a. Only public organizations and charitable organizations
b. Public organizations and a wide range other participants can be involved
c. Only public organizations and business firms
d. Only public organizations and labor unions
Ans. B
38, Suppose a company wants know how a given project ideas has potentially promising in
attaining its goals. In your opinion, what are the possible aspects the company needs to look at
during preliminary screening?
a. Ensuring that whether the project ideas are Consistency with government priorities
b. Ensuring the availability of inputs required
c. Acceptability/tolerable of risk level of the proposed project
d. All
Ans. D
39, In your view, which of the following are dimensions of 'Alternative Development'?
a. Trade
b. Aid
c. Reform or Change
d. All
Ans. D
40, One is NOT the duty of Urban government;
a. Responsive to the needs and circumstances of the residents
b. Must be fair and economic in providing public services.
C. Must be efficient and honest in the use of public resources
d. None
Ans. D
41, Which one is odd in relation to the idea of finding and using one best way to perform a job
a. Frederick W. Taylor (1856-1915)
b. Frank Gilbreth (1868-1924) and Lillian Gilbreth (1878-1972).
c. Henry L. Gantt (1861-1919).
d. Mary Parker Follet (1869-1933)
Ans. D
42, The term 'result' in public service performance refers to
a. Technology applied to produce service
b. Outputs and outcomes of the work process
c. Inputs used to produce service
d. Process used to produce service
Ans. B
43, All of the following are true about Urban management except;
a. It is a process of enacting and implementing urban policies, plans and programs to ensure
urban development
b. It is a process of administering urban settlements for achieving the objective of urban
development
c. It is process of formulating laws that prohibit rural to urban migration
d. It is the administration of urban economic resources
Ans. C
44, Selectively giving attention, recognition and organization of the stimuli and interpretation are
the process of
a. Attitudes formation
b. Perception
C .Motivation
d. Communication
Ans. B
45, Controls through legislative actions and their judicial interpretation on conflict of interest,
discrimination, nepotism and private use of public resources are classified in which of the
following accountability systems?
a. Virtue
b. Public opinion
C. Professional norms
d. Laws
Ans. D
46, If the hiring official want to check your ability to make analysis of public budget, how do
you demonstrate your ability?
a. Telling him that budget analysis what anyone can do
b. Not responding to the questions
c. Telling him that you have taken course that impart budget analysis skills
d. Telling him that you can do what other can do
Ans. C
47, Which of the following is true about performance budget?
a. The main focus Performance budget is on the evaluation of performance
b. Performance budget emphasizes the output and efficiency
c. Performance budget centers on organizational subunits and object of expenditures
d. Performance budget centers on activities and task
Ans. B
48, The following are responsibility of project manager to successfully implement a given
project except;
a. Regularly communicate with project stakeholders
b. Obtain and allocate resources
C. Controls the budget
d. Try to avoid risks
Ans. D
49, Analyse the relationship between culture and ethics and determine the statement that most
incorrectly describes the relationship between the two.
a. Consistent role modeling ethical behaviour forms the basis for organizational culture.
b. Organizational culture helps in shaping work place ethics.
c. Organizational culture is unseen. and unobservable force behind ethics.
d. Ethics is unobservable force that is always behind observable organizational culture.
Ans. Dp
50, Suppose a company wants evaluate the feasibility of a given project from financial angles. In
your view, which of the following information do not help the organization to judge the project
from the indicated perspectives?
a. Projected balance sheets
b. Means of financing the project
c. Projected cash flow statements
d. Social implication of the proposed project
Ans. D
51, Correct statement about rule of budget transfer in Ethiopia is
a. Transfer of funds from capital budget to recurrent budget is strictly restricted
b. No any transfer between government agencies is allowed for any reason
c. Recurrent budget is transferred between public bodies without any precondition
d. No transfer is possible from one capital project to another within public body
Ans. A
52, In your view, which of the following are true about inclusive urban development?
a. It is about the incorporation of the marginalized urban population in growth and balanced
spatial development
b. It is about the fairly distributing urban infrastructure
c. Fair distribution of affordable land and house to the poor urban
d. All
Ans. D
53, As a university student, which of the following you feel is not your moral obligation?
a. Engage in plagiarism and academic dishonesty
b. Sharing resources with university community
c. Properly using organizational properties
d. Respecting of the university community
Ans. A
54, Which of the following stages is unique in the process of group formation?
a. Uncertainty experienced and new behaviour are tested
b. Close relationship and friendship are developed
c. Cohesiveness and group identity are demonstrated
d. Clear hierarchy of leadership is emerged
Ans. D
55, Identify wrong statements about Frank's dependency theory;
a. He strongly contends that the sustained poverty of Third world countries is a reflection of their
'dependency' on the West.
b. The continuation of the unbalanced relationship with the West has exacerbated the poverty of
Third World Countries.
c. He suggested, that "the only means of stopping the exploitation of surplus is breaking the
chain of dependency and eliminating the comprador elites.
d. He supported the view that the impact of advanced societies on Third world countries is
progressive
Ans. D
56, Which of the following is/are incorrect regarding project execution?
a. It is the act of performing planned tasks and activities to achieve project objective
b. It begins immediately when project plan is approved and the necessary resources are
assembled
c. The execution phase of the project ends even if the clients do not accept the deliverable(s)
d. Project execution should be in accordance with the approved project plan.
Ans. C
57, Which of the employment relations is not typical characteristics of a career civil service that
has got common acceptance?
a. Clear pay scale and adequate retirement and pension system
b. Contractual tenure with possibility of extension beyond contract
C. Merit to be the sole criteria of recruitment and promotion
d. Equal opportunity of competing for government services
Ans. B
58, In your view, which one the following is/are not challenges of urbanization in most
developing countries?
a. Urban youth unemployment
b. Urban to rural migration
c. Urban poverty
d. Squatter settlement
Ans. B
59, Identify the consequence on government functions of the apparent impact of activities of one
organization or individual on the society or environment with creation of large-scale
commercialization.
a. Regulation function
b. Maintenance of internal peace and order
C. Revenue collection function
d. Defense function
Ans. B
60, Identify wrong statements on the difference between traditional administration and
development administration;
a. The later oriented towards efficiency and economy while the former oriented towards
organizational growth and effectiveness
b. The former tries to maintain status quo while the later challenges status quo
C. The later focuses on centralized decision making while the former share decision making
d. The former is task oriented while the later is relationship oriented
Ans. C
61, Which of the following is not the aim of development management?
a. Improving the quality of life of the people through better management of development projects
and programs
b. Promoting present development by compromising the future
c. Promoting development through the best alternative ways and in a cost- effective manner
d. Improving the efficiency and effectiveness of the individuals as well as organizations for
achieving development objectives
Ans. B
62, According to most scholars, the concept and ideas of development is closely linked to;
a. The evolution of capitalism
b. The expansion of feudalism
c. The demise of feudalism
d. 'A' and 'C' are correct
Ans. D
63, Which of the following is NOT source of finance for urban governments?
a. Tax collected from businesses operating in the city
b. Borrowing
c. Subsidies/grants from state central government
d. None.
Ans. D
64, Budgeting is used as mechanism to address big questions. Unlike its technical elements,
political element in budgeting focuses more on:
a. Regulate level of employment and price
b. Determine who has to get what and when
C. Allocate scarce resources for the best economic use
d. Forecast the likely levels of revenues and expenses
Ans. B
65, New Public Management (NPM) movement is the label used to define or describe all except:
a. Reinforcement of paternalistic approach in government administration
b. The extensive reforms took place in 1980s and 1990s
C. New ethics in public administration
d. Trend towards changing style of government relationship with
Ans. A
66, Management of people in project management includes the following except;
a. Ensuring that personnel know their roles and can perform their functions properly
b. Ensuring that the project completes its work on time
c. Ensuring that people are available at the right time
d. Resolving conflicts between people
Ans. B
67, The biggest shock to sustainability of NGOs project in Ethiopia is
a. Fashion of financing through private donations and sale of goods and services
b. Strategy of NGOS to finance their activities through membership due
c. Proximity of NGOS with grassroots level community
d. Dependence of NGOS on funds of external donors
Ans. D
68, Budgeting for capital items most often excludes
a. Physical items that make a substantial impact on an annual budget
b. Items that have a useful life extending beyond a single year
c. Items expected to have a significant impact that are not easily changed
d. Items with a short useful life and low-cost items with a long useful life
Ans. D
69, The outcome unexpected from deficit financing is
a. Change in pattern of investment
b. Faster growth
C. Distribution of wealth and income
d. Reduction of inflationary
Ans. D
70, Planning a project involves answering the following key questions;
a. What work to be performed?
b. In what order should the work be completed?
c. What resources are needed to complete each item of the work?
d. All
Ans. D
71, Which of the following are strategies for reducing urban poverty?
a. Implementing integrated poverty reduction programs
b. Broadening the opportunities for the urban poor to gain access to microcredit
c. Developing partnership with various development actors
d. All
Ans. D
72, Which one requires to apply in the interest of others, special knowledge and skills derived
from research, education and training?
a. Professional ethics
b. Applied ethics
c. Meta ethics
d. Normative ethics
Ans. A
73, How does the extent to which public employees have a public service motive influences
ethical behaviour?
a. The higher employee has public service motivation, the higher she/he exhibits unethical
behaviour
b. The higher employee has public service motivation, the higher she/he exhibits ethical
behaviour
c. The lower employee has public service motivation, the higher she/he exhibits ethical
behaviour
d. The higher employee has public service motivation, she/he exhibits the most inconsistent
ethical behavior
Ans. B
74, Which of the following are true about Development administration according to 'Weidner'?
a. Development is never complete, it is relative more or less of being possible
b. Development is a state of mind, a tendency, a direction, rather than a fixed goal
c. He understood development administration as an "action- oriented and goal-oriented
administrative system
d. All
Ans. D
75, Unlike in developed countries the public administration in developing countries is generally
characterized by one of the following features.
a. Transfer of power and positions tends takes place peacefully
b. Administrative institutions are relatively autonomous
c. Relatively laws and political decisions are rational
d. The basic pattern of public administration is imitative
Ans. D
76, The absence of clear link between the providers of funds and the users of the services in third
sector management resulted in:
a. The need for intricate management structures in order to choose one among multiple
stakeholders
b. Difficulties of monitoring and problems of managing multiple accountabilities
c. Empowerment of beneficiaries to act as customers who pay for services at market price
d. Empowerment of beneficiaries to act as citizens who vote officials in or out of office
Ans. B
77, All are the new focus of 1990s in international reform agenda, except one;
a. Market development
b. Poverty reduction
C. State capacity building
d. Prices control
Ans. D
78,______ is a condition where a world is becoming a small village.
a. Capitalism
b. Localization
c. Feudalism
d. Globalization
Ans. D
79, The connotation of the term civil servant, includes the person working in government by
which of the following capacity?
a. Health professionals
b. Voluntary workers
c. Member of the parliament
d. Military personnel
Ans. A
80, NGOS as third sector organizations face, which of the distinctive management challenges?
a. funding conditionality to more open ended 'capacity building' programmers directed at NGOs.
b. Face pressure of donors, that want to ensure performance quality
C. NGOS promote development, which is complex in nature and even difficult to define
d. NGOS adopt a normative form of management, which is beyond the simple transfer existing
Ans. B
81, In your view, what are the major causes for the 'underdevelopment' of most developing
regions including Ethiopia?
a. Corruption and Mal-practice
b. Unwise use of scarce resources
c. Lack of educated Human capital
d. All
Ans. D
82, If you are hired as a consultant to introduce management by objective, which of the topic you
have learned from Organization Behaviour you will refer
a. Change management and organization development
b. Conflict and conflict management
c. Organization design and structure
d. Individual behavior and group behavior
Ans. C
83, All of the following are true about project management except;
a. It is process of leading a team to hit goals or complete deliverables within a set timeframe.
b. It is about the overall planning and co-ordination of a project from inception to completion
c. It is the ability to take on the project or task and complete it successfully.
d. It deals with completing the projects using extra time and budget
Ans. D
84, At which stage of behavioral change process a person can unconsciously and easily apply a
new behaviour.
a. Internalizing
b. Awareness
c, Integration
d. Unawareness
Ans. D
85, In organizational set-up, what will be used to coordinate and channel interactions and efforts?
a. Non-human resources
b. Norm and structure
c. Physical assets, materials and facilities
d. People and objectives
Ans. B
86, Identify pre-requisite for better development Management/
a. Creating healthy inter and intra-sectoral coordination
b. Promoting good governance as a tool for effective implementation of development activities
C. Decentralization of funds and functions to the lower level of governments
d. All
Ans. D
87, Which of the following is/are NOT stakeholders in the Ethiopian grand renaissance Dam?
a. Ethiopian citizens
b. Ethiopian Government
c. neighboring countries such as Egypt and Sudan
d. None
Ans. D
88, In your view, which of the following is NOT a push factors for rural-urban migration?
a. Drought
b. Famine or starvation
C. Political instability
d. Employment opportunities in urban centers
Ans. D
89,________ is an attempt to assess the content and effects of policy on those for whom it is
intended
a. Policy outcome
b. Policy formulation
c. Policy output
d. Policy appraisal
Ans. A
90, Which of the following are NOT roles of international trade in development?
a. It service as an engine of growth
b. It improves or diversifies consumers' choices and total welfare
C. It brings specialization and raises economies of scale
d. None
Ans. D
91, Which of the following are true in the view of Bottom-up development Paradigm?
a. Development is an integral process of broadening opportunities for all
b. It assumes that a change in the level at which decisions are made is a necessary, not a
sufficient, condition
c. It argues that regions and localities should have to take control of their own institutions and
create the life- style they need
d. All
Ans. D
92, Which of the following performance indicators combines outputs and inputs
a. Service availability
b. Efficiency measure
c. Raw material quality
d. Satisfaction on service
Ans. B
93, In your view, which of the following are major responsibilities of municipalities in Ethiopia?
a. Preparation and implementation of city development plans
b. Collection of municipal revenues
C. Provision of municipal services
d. All
Ans. D
94, The principle of 'comprehensiveness' requires
a. Budget must apply consistent evaluation criteria to each expenditure
b. Budget must include all receipts and outlays of the government
C. Budget must be forecasted reasonably and documented consistently
d. Budget must be prepared every year for the next year of agency existence
Ans. B
95, Which of the following are NOT the concerns of development management?
a. Speed up the process of development
b. Improper utilization and allocation of funds
c. Strengthen development organizations
d. Facilitate empowerment
Ans. B
96, A project is said to be successfully accomplished if,
a. It is completed with the indicated time
b. It satisfies the interest of majority of the stakeholders
c. It is completed as per the quality standards and performance measure
d. All
Ans. D
97, Public sector reforms were globally introduced in most countries in association with
structural adjustment, in the era of New Public Management. Which one is the objective of the
reforms?
a. Proper use of bureaucracy as stipulated by Max Weber
b. Increasing the scope of policy making for government
c. Adopting aspects of private practices in public administration
d. Convincing the importance of more government intervention
Ans. C
98, Which of the following is NOT belongs to the regulatory role of urban government?
a. Ensure laws and order in their jurisdiction
b. Licensing of commercial industrial activities
c. Provision of clear water
d. Traffic management
Ans. C
99, Which of the following statement is wrong about urbanization?
a. It is the growing population living in cities
b. It is the movement of people from rural to urban
c. It is continuous process from being rural to being urban
d. It is a function of industrialization
Ans. C
100, In SERVQUAL model, which concept represents meeting of the promises by service
providing organization about delivery, problem resolutions and pricing.
a. Empathy
b. Responsiveness
c. Reliability
d. TangibilityTangibilit
Ans. C

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