Analyzing Service Quality and Service Recovery in the Hospitality Industry

CUSTOMER SERVICE
ASSIGNMENT 2

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
Analyse service quality (SERVQUAL) with specific focus to dimensions and gaps.................1
Demonstration of knowledge and understanding of the four acid tests of service recovery
within the hospitality organization...............................................................................................4
Preparation of survey report with recommendations for better customer service, after analysing
tailor made questionnaire that hotel has sent to their customers.................................................5
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................8

INTRODUCTION
Feasibility study is a kind of assessment that helps in checking overall feasibility of a
study. This report will focus upon survey feasibility for measuring and assessing overall quality
of customer service, during and after delivery of service so that requirements of customers can be
identified and area of improvement can also be identified. In this report, service quality will be
analysed with specific focus to dimensions and gaps, knowledge and understanding of the four
acid tests of service recovery within the hospitality organisation will be demonstrated and lastly,
recommendations for better customer service, after analysing tailor made questionnaire will be
done.
MAIN BODY
Analyse service quality (SERVQUAL) with specific focus to dimensions and gaps.
SEQUAL Model is based on the multi-national dimensional research equipment which is
mainly designed to record, capture the customer expectations and perception of different service
along with dimensions.
Service quality in InterContinental London become one of the most important factors for
gaining a sustainable competitive advantage. The confidence level of customer is consider as
highly competitive in marketplace, therefore it should maintain service quality can give
InterContinental London with a great chances to create more competitive differentiation within
global marketplace (Mujinga, 2019). Basically, Intercontinental hotel will be divided the service
quality in three dimensions such as staff, materials and physical facilities. This is important for
considered as similar approach in term of service quality that may include technical, functional
as well as environment aspects.
By using Service quality or SERVQUAL model used by InterContinental London to
emphasis on the development of quality system in field of product. It is a kind of multi-
dimensional research instrument which is basically designed for capturing consumer perception
and expectations of a service along with five dimension of service quality. It is one of the most
appropriate model that can be used for measurement of service quality on the basis of five
service areas or components. Over time, it is important part of hotel to improve their quality of
service. It could give hotel as competitive edge. As a result, SERVQUAL Model impact on the
overall business operation and function.
1ur experiences about hotel’s Housekeeping performance.