Factors affecting customer perception MCQs With Answer

Introduction: This quiz collection focuses on “Factors affecting customer perception” tailored for M.Pharm students studying Quality Management Systems (MQA 102T). Understanding how customers — including patients, pharmacists, prescribers, and regulators — form perceptions about pharmaceutical products is essential for ensuring product acceptance, adherence, and market success. The questions cover technical and behavioral factors such as product quality, packaging, labelling, regulatory compliance, communication, pricing, supply reliability, and post-market safety. These MCQs are designed to reinforce theoretical knowledge and practical insights so students can appreciate how quality systems and management decisions influence stakeholder trust and perception in real-world pharmaceutical contexts.

Q1. What is the most comprehensive definition of ‘customer perception’ in the pharmaceutical context?

• The measurable pharmacokinetic profile of a drug
• The regulatory approval status of a product
• The customer’s overall impression formed from product, communication, and service attributes
• The manufacturing cost versus selling price

Correct Answer: The customer’s overall impression formed from product, communication, and service attributes

Q2. Which factor most directly links perceived product quality to actual therapeutic outcomes?

• Brand logo design
• Manufacturing quality and batch consistency
• Sales representative dress code
• Promotional giveaways

Correct Answer: Manufacturing quality and batch consistency

Q3. How does packaging influence customer perception in pharmaceuticals?

• Only increases production costs without benefits
• Provides tamper-evidence, preserves stability, and communicates safety information
• Reduces the drug’s potency over time
• Is irrelevant once regulatory approval is obtained

Correct Answer: Provides tamper-evidence, preserves stability, and communicates safety information

Q4. Which labelling attribute most improves patient trust and proper use?

• Complex medical jargon on leaflet
• Clear dosing instructions and explicit warnings
• Minimal information to save printing costs
• Large brand logo with no usage directions

Correct Answer: Clear dosing instructions and explicit warnings

Q5. Which external certification most positively affects professional and patient perception of a pharmaceutical manufacturer?

• Local chamber of commerce membership
• Good Manufacturing Practice (GMP) certification
• Short-term promotional event awards
• Company social club accreditation

Correct Answer: Good Manufacturing Practice (GMP) certification

Q6. In the context of pricing, which phenomenon describes customers interpreting higher price as higher quality?

• Placebo effect
• Price-quality heuristic
• Inverse elasticity
• Regulatory bias

Correct Answer: Price-quality heuristic

Q7. How do adverse event reports in post-marketing surveillance affect customer perception?

• They only concern regulators and do not impact perception
• They can erode trust and lead to negative perception if not transparently managed
• They always result in immediate market withdrawal regardless of signal strength
• They increase sales because customers see the product as potent

Correct Answer: They can erode trust and lead to negative perception if not transparently managed

Q8. Which communication practice by a pharmaceutical company best enhances prescriber perception?

• Exaggerated claims without clinical evidence
• Accurate, evidence-based information with clear benefit-risk data
• Exclusive use of celebrity endorsements without data
• Frequent anonymous promotional emails

Correct Answer: Accurate, evidence-based information with clear benefit-risk data

Q9. For elderly patients, which packaging design element most improves perception and adherence?

• Small, hard-to-open caps
• Easy-open, clearly labeled, large-print packaging
• Opaque packaging with no usage information
• Packaging optimized only for stacking efficiency

Correct Answer: Easy-open, clearly labeled, large-print packaging

Q10. How does brand reputation influence the willingness of pharmacists to stock a new generic product?

• It has no influence if price is low
• Strong reputation can increase stocking due to perceived quality and reliability
• Pharmacists only consider pill color when stocking
• Reputation is irrelevant if marketing is aggressive

Correct Answer: Strong reputation can increase stocking due to perceived quality and reliability

Q11. Which factor most directly reduces customers’ risk perception about counterfeit medicines?

• Complex legal disclaimers on the leaflet
• Presence of anti-counterfeit measures such as holograms or serialization
• Low price compared to competitors
• Unverified online customer reviews only

Correct Answer: Presence of anti-counterfeit measures such as holograms or serialization

Q12. Which sensory attribute of oral solid dosage forms can notably affect pediatric patient perception and adherence?

• Tablet barcode location
• Taste-masking and palatable flavoring
• Manufacturing batch number font size
• Regulatory dossier length

Correct Answer: Taste-masking and palatable flavoring

Q13. How does timely and reliable supply chain performance shape customer perception among healthcare providers?

• It is unrelated to clinical practice
• It fosters confidence in continuity of care and improves perception
• Providers prioritize aesthetics over availability
• Only price matters for providers, not supply reliability

Correct Answer: It fosters confidence in continuity of care and improves perception

Q14. Which marketing practice can backfire and damage long-term customer perception of a pharmaceutical product?

• Transparent disclosure of clinical limitations
• Overstating efficacy with misleading claims
• Publishing peer-reviewed clinical trials
• Engaging in continuing medical education with balanced content

Correct Answer: Overstating efficacy with misleading claims

Q15. How does clear availability of adverse event reporting channels affect consumer trust?

• It decreases trust because customers fear unsafe products
• It increases trust by demonstrating transparency and responsiveness
• It has no effect since consumers do not report events
• It complicates the packaging design unnecessarily

Correct Answer: It increases trust by demonstrating transparency and responsiveness

Q16. Which element of a product monograph most influences a clinician’s perception of a drug’s credibility?

• Large color graphics with no data
• Robust clinical trial data and clearly stated methodological details
• Extensive advertising claims without references
• Non-evidenced testimonials from unknown sources

Correct Answer: Robust clinical trial data and clearly stated methodological details

Q17. In multicultural patient populations, what factor most shapes differing customer perceptions?

• Universal brand name only
• Cultural beliefs, language-appropriate information, and health literacy
• Uniform packaging for all regions without local adaptation
• Single international pricing strategy

Correct Answer: Cultural beliefs, language-appropriate information, and health literacy

Q18. Which post-sale service most effectively improves negative customer perception after a product complaint?

• Ignoring the complaint to avoid liability
• Prompt acknowledgment, investigation, and corrective communication
• Offering unrelated promotional samples
• Providing legalese responses without action

Correct Answer: Prompt acknowledgment, investigation, and corrective communication

Q19. How does an active digital presence (e.g., accessible product information online) affect modern customer perception?

• It confuses customers and reduces trust
• It enhances transparency, accessibility, and perceived competence
• It only benefits sales teams, not end-users
• It replaces the need for regulatory compliance

Correct Answer: It enhances transparency, accessibility, and perceived competence

Q20. Which factor best explains why two therapeutically equivalent generics may be perceived differently by patients?

• Identical excipient composition
• Differences in packaging, pill appearance, brand reputation, or price signaling
• Same manufacturing site and batch number
• Equivalent bioavailability always ensures identical perception

Correct Answer: Differences in packaging, pill appearance, brand reputation, or price signaling

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