Service Quality and Service Recovery at Sea Containers, London

Customer service

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY..................................................................................................................................3
LO2..................................................................................................................................................3
Service quality (SERQUAL).......................................................................................................3
Acid Tests of service recovery within Sea Containers, London..................................................5
Survey report with recommendations for better customer service..............................................6
CONCLUSION................................................................................................................................8
REFERENCES..............................................................................................................................10
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INTRODUCTION
Service quality in the hospitality industry has turned out to be important factors for
gaining the sustainable competitive advantage and customer confidences. Service quality is
being the great chance to create service differentiation for organization. A successful hotel will
deliver excellent quality service to customer creating life of hotel. Hence providing the world
class customer service will strengthen customer relationships as invaluable assets to hotel and
hospitality venture.
Sea Container is remarkable south bank hotel with design reminiscent of a 1920s
transatlantic cruise liner, award-winning food and drink outlets and an electric energy. in this
report, there will be discussion on service quality focussing to different dimension and gaps. The
report will demonstrate understanding in four acid test providing recommendation for further
customer service.
MAIN BODY
LO2
Service quality (SERQUAL)
SERQUAL is the shortened version of service quality as model to designed out the way to
improve and match between service and expectation of customer to make better satisfactions on
the serve. A successful hotel will deliver excellent quality service to customer looking at the
important dimension such as physical activities, staff material. This is further divided into
functional quality ad technical quality.
The SERQUAL model is primarily the qualitative analysis which mainly depends on the
transaction between suppliers and buyer through generic and environmental factors. The
model is paying major emphasise on the five-service dimension for hospitality industry to
improve as- acronym as RATER. As per focussing on dimension
 Reliability
This is important aspects in SERQUAL Model for ability to perform accurately as service is
been promised. So, the Sea container have the need to perform all activities promised in
advertising.
 Assurance
Assurance is the quality customer service and sales staffs. Sea container have need to make
customer in confidence in the employee of companies. For example, Sea Containers should
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make employee knowledgeable about their products and make solution to problems
satisfactorily. Employee have nee d to be friendly and courteous.
 Tangible
Tangible is service quality creating Sea container as tangible environment and physical
aspect. It is important to look into appearance of staff along with high quality equipment.
 Empathy
Empathy is about customer service team for employee to be sharing and pay attention
proving service to customer. Sea container should pay intension on employee careful needs
and give individuals attention.
 Responsiveness.
Responsiveness is service quality about how staff is willingness to help customer and
provide prompting servos to customer. Sea container should be on time as been always reach
to each someone with willingness to help and solving the issue of customer. The hotel see
container have to find out better understanding on above mentioned factors to get increase
in customer satisfaction. As customer will have proper evaluation on the satisfaction after
service by comparing to differ perception and expectation of use service.
SERQUAL model tends to deal with important gaps relaying between the firm
understanding and customer expectation. It is needed to better understood by Sea container
hotel. Both the communication between the customer and the service-providing organisation, as
well as the organisation’s internal communication, are of vital importance for the level of quality
of the service.
Knowledge gaps
A gap rises when an organization have knowledge of customer expectation is lacking.
So, the Sea container should prevent this gap from approaching consumer in right manner.
Standard gaps
The organization have already forming out its own ideas to be customer experts from
their service. This is significant to customer actually expect from their service. There is
significant risk that’s the organization will be translating the quality and reSearch
corresponding rules.
Delivery gap
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