A service audit that quantifies the cost of everyday errors can help a hotel manager pinpoint which quality problems to address first.
This study attempts to identify the quality attributes of the hotel services. To measure service quality and customer satisfaction in the hotel industry, there are some models. However, in this study, three most popular and quite complete models which are SERVQUAL, HOLSERV and LODGING QUALITY INDEX are chosen for analysis.A service quality audit was conducted for Aphalodge Hotel based on the conceptual GAPS Model of Service quality. A sample of the result is shown in Appendix 2 of this report. The scope covers a sample size of ten respondents (employees).Hotel companies have tried to implement service quality improvement programmes with varying degrees of success. The failure of some programmes has been due to a number of reasons, including attempting to do too much too fast, lack of support from top management, lack of adequate measurement, and a lack of true understanding of the quality improvement process.
A Review on Dimensions of Service Quality Models Emel Kursunluoglu Yarimoglu1 Abstract The techniques of measuring service quality and service quality dimensions have become a major area in marketing literature during the past few decades. Since the increasing importance of services, scholars and practitioners have been operating on.Read More
An Alternative Approach in Service Quality: An e-Banking Case Study (PDF, 238 KB) Data from the National Bank of Spain show how the customer’s voice can be designed into its e-banking system. January 2008. Agency Files Away Inefficiency, Saves Taxpayers a Bundle (PDF, 228 KB).Read More
Service quality survey questions to evaluate and analyze the quality of service provided to customer and clients by representatives. This sample questionnaire template has a comprehensive list of survey questions to ask customers for feedback on their experience while interacting with a service representative, such as the executive's expertise in understanding the problem, identifying causes.Read More
The Service-Quality Audit: A Hotel Case Study. By James Y Luchars and Timothy R. Hinkin. Abstract. A service audit that quantifies the cost of everyday errors can help a hotel manager pinpoint which quality problems to address first Topics: service quality.Read More
ASSESSING THE IMPACT OF SERVICE QUALITY ON CUSTOMER LOYALTY: A CASE STUDY OF THE CELLULAR INDUSTRY OF GHANA A.M. Iddrisua, I.K. Noonib, Fiankoc, K.S., W. Mensahd a Department of Marketing, University of Professional Studies, P.O. Box LG 149 Accra-Ghana b Centre for Data Processing and Geo-spatial Analysis, P.O. Box OS 278, Accra Ghana.Read More
Electronic Journal of Business and Management Vol. 1, No. 1, (2016), pp.24-32 24 Service Quality and Hotel’s Customer Satisfaction: An Empirical Evidence from Ethiopia Feven Abebe Tessera Asia Pacific University of Technology and Innovation, Malaysia.Read More
Service quality is a growing concern for many service firms in the UK. Today service firms are paying more attention than ever to the needs and expectations of the customers by consistently improving the quality of service provided to their customers. This paper briefly explores the relation between service quality and business performance followed by an assessment of service quality as a.Read More
In the study, initially, we aimed at theoretically establishing service, quality, service quality, and the relationship between service quality and satisfaction. In this part of the research, we also examined the service quality within the context of food and beverage industry as well as food and beverage services offered at universities.Read More
The first theoretical objective of this study is to discuss the concept of service quality and find out the different approaches to measure service quality. The second objective is to define a process model for measuring service quality in air transportation based on literature review.Read More
When analyzing an agent or analyst’s service quality audit data over time, a service manager can correct habits or behaviors that may deviate from the desired result. One successful managed service provider that I have worked with uses specific sampling rates for their QC process and delivers performance management feedback to their analysts based on the results.Read More