Role of Service Quality and Customer Satisfaction in the Hospitality Industry

Consultancy
Report

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
(1) Literature Review on Service Quality..............................................................................3
(2) Ledbury's Online Presence...............................................................................................6
(3) Evaluation of Service Quality through online reviews.....................................................7
(4) Recommendation..............................................................................................................8
CONCLUSION ...............................................................................................................................9
REFERENCES..............................................................................................................................11

INTRODUCTION
Hospitality and Tourism plays a massive role in providing business related services.
Hospitality industry is one of the part of service industry. It provides essential services for
travellers, lodging services etc. The main aim is to attain customer satisfaction effectively.
Whereas Tourism sector is vital as it helps in boosting the economies by encouraging
employment, infrastructure development and maintaining local culture (Kant and Jaiswal, 2017).
Further the hotels, restaurants, theme parks and many comes under the hospitality industry.
Tourism is another segment of service industry and offers services for people who want
to travel to explore places for business or any other purposes. The sector is bifurcated into further
industry groups including food and beverages services, travel services, accommodation and
lodging etc. Hospitality and Tourism sector focuses on generating local economies which
ultimate stimulate the development of infrastructure and public amenities. This report examines
the role of service quality and customer satisfaction in the hospitality industry. Further the
Ledbury Company is chosen to review service quality and customer satisfaction effectively.
MAIN BODY
(1) Literature Review on Service Quality
During the past year service quality has become a major goal which need to be attained in
order to meet organisational objectives. As the pandemic year caused phenomenal changes in the
service industry. Numerous researchers analysed the term service quality and many formed the
instrument to measure service quality (Palese and Usai, 2018). There are multiple factors
affecting the service industry such as mind set of customers, demands, increased competition.
The Objectives of Review are, firstly the key dimensions of service quality, secondly is
the service quality amid pandemic situation and lastly the importance of service quality in the
service industry of hospitality including restaurant services.
Gronoroos (1982) referred service quality as the perception of customer in relation to the
expected service and service attained. On the other hand, Gefan (2002) addressed service quality
as the difference between what quality customers expect and what they actually receives. High
quality of services can be achieved by possessing proper knowledge of operational process along
with the effective way of addressing issues. Sometimes dissatisfied customers blame themselves
for attaining bad services. The organisation is required to identify and resolve the issue which are

not complained so as to achieve customer satisfaction. Perceptions and exception of customers
plays a vital role in service industry. These two components help the organisation to derive
comparison between what they expect with what they actually provide. Further helps to make
their actual service quality effective by taking appropriate measure. According to Lovelock and
Wirtz (2011) the service industry derives a lot of employment opportunities form new jobs. The
competitive spirit among the companies led service quality as a strategic tool and tactic to meet
their objectives (Lee and Cheng, 2018).
The review further specifies the dimensions which are required to understand in order to
achieve service quality. The key dimensions are, Reliability refers as the expected result derived
by the firm. Responsiveness is the effective services offered by the employees. Competence for
service quality means key skills and knowledge to provide services. Accessibility is another
dimension which requires easy approach. Further communication skills is required to properly
understand and listen the customers. Credibility is also to be involved in order to gain customer
loyalty and trust. Understanding is the customer need is the base to prove high quality services.
Also the tangible refers to the physical evidence of the services offered.
The service quality was adversely affected during the course of COVID-19. The services
industry especially the hospitality industry faced major challenges amid pandemic situation.
Despite the hindrances the industry is now maintaining its resources and devising its ways to
aboard back efficiently. The Service quality need to be determined keeping in view the changing
environment. Nowadays, e-quality services are becoming trendy. Maintaining e-services became
important with the pace of technology. The review addresses the challenges faced by the
industry in former year. Further describes what lessons are taken from the current scenario. The
continuous effect of pandemic is becoming a serious problem on tourism and hospitality in
United Kingdom. It is essential for the industry to develop confidence among the travellers by
addressing their needs in pandemic situation. Hygiene and cleanliness is considered as important
in attaining high quality of services. Service Quality led to customer satisfaction and thus, lack of
quality influences the customer behaviour (Prentice and Kadan, 2019).
Moreover, according to Wen and et. al. (2020) good health will be considered as key
component in the service industry after the recovery from COVID-19 as people will fear in
respect of diseases similar to current pandemic. The outbreak of pandemic situation increased the
customers demand for hotels, restaurants, cafe adhering the precautions and norms to prevent the