ASSIGNMENT 2: TLH339 SERVICE QUALITY

ASSIGNMENT 2: TLH339 SERVICE
QUALITY
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Introduction
This report includes the discussion regarding the management and the association of the
service quality and the management. This report is prepared as a quality management
consultant in the Visit England. The report is basically prepared in three sections. The first
section of the report includes the discussion regarding the importance and the significance of
the measurement of the service quality. This section also includes the understanding
regarding the various methods used in the measurement of the service quality. The methods
used help in the enhancement of the quality in relation to the various services provided by the
management department. The second section of the report is explained taking into context the
case study related to The Canary Wharf Hotel.
The case study draws the discussion regarding the poor quality of the services in the industry
which leads to affects its productivity and the tourism. As a service quality consultant, the
issues present in the hotel are addressed and the standards which are expected by the
customers are maintained by the company. The rating of the hotel which is three stars needs
to be maintained and enhanced with the improvement in its service structure. The third
section of the report presents the customer feedback system which the organisations can
utilise in order to monitor and improve the quality of the services.
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1. Justify the importance of managing and measuring service quality, recommending
the adoption of appropriate service quality management methods.
The process which is used in the management of effective quality of the services which the
organisation delivers to its customers in order to meet their expectations and the demands is
termed as a service quality management. It also helps in the assessment of the services
provided by the company, so as to enhance the service quality in the future, effective
identification of the problems and to correct them to attain the advantages of the customer
satisfaction (Mok, et. al., 2013).
The effective management of the service quality helps in the business organisations to
manage their customer’s expectations and also helps in fulfilling the long-term organisational
goals. The quality management is considered to be an essence which helps in the continuous
improvements and the growths in the service industry. Service quality in the tourism industry
is maintained when the quality provided is matching with the specifications of the customers.
The quality maintained is considered to be a potential which is used in the utilisation. The
effective methods are used in by the tourism groups and the organisations to maintain the
interests of the customers in their industry and the hotels (Mazumder and Hasan, 2014). The
service users if maintained by the company help in the management and maintenance of the
effective long-term relations. This also helps in enhancing the profitability of the company as
the needs of the customers are satisfied.
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References
 Mazumder, S. and Hasan, A.B.M.R., 2014. Measuring service quality and customer
satisfaction of the hotels in Bangladesh: a study on national and international hotel
guest. Journal of Tourism and Hospitality Management, 2(1), pp.95-111.
 Mok, C., Sparks, B. and Kadampully, J., 2013. Service quality management in
hospitality, tourism, and leisure. Routledge.
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