Analysis of Service Quality and Customer Service in Hilton Hotel

Customer Service

Table of Contents
INTRODUCTION...........................................................................................................................1
1: Analysis of the service quality (SERVQUAL) with specific focus to dimensions and gaps. 1
2: Knowledge and understanding of the four acid tests of service recovery within the
hospitality organisation...............................................................................................................3
3: Survey report with recommendations for better customer service, after analysing tailor
made questionnaire the hotel has sent to their customers...........................................................4
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................7

INTRODUCTION
Customer service can be referred to as the provision of services to the base of customers
before, during and post the actual execution of purchase of a product or service. The success of
customer service is mainly attributed to the way in which customers are looked upon as well as
treated by an organisation operating within any business sector (Guo, Fan and Zhang, 2020). In
this relation, it can be stated that the provision of effective customer services as per the needs as
well as demands of the people, underpins the growth and development of a company in the long
term.
The following report is based upon Hilton Hotel. This is a 5 star and luxury organisation
operating within the bounds of the hospitality sector. The purpose of this report is to analyse the
value of customer service and analyse the quality of an organisation's customer service. The
report consists of analysis of the service quality of Hilton Hotel by virtue of the usage of
SERVQUAL model while paying due emphasis on gaps and dimensions. Along with this, the
report includes the four acid tests of service recovery in the confines of hospitality firm. Lastly, a
survey report is included which encompasses recommendations devised for provision of better
customer service, post the analysis of tailor made questionnaire made by the respective hotel.
1: Analysis of the service quality (SERVQUAL) with specific focus to dimensions and gaps
Service quality can be said to be the way by way of which an organisation is able to
appeal to the customers and persuade them to make a purchase of the organisational offerings.
This stimulates the customers to stay connected with the brand for a considerably longer period
of time in future. In this relation, it is important for a firm to analyse the quality of its service so
as to identify, if present, scope of improvement within its services (Lee and Lee, 2020). In
response to this, SERVQUAL model is a framework of service quality which is used by the
companies with the motive of examining and evaluating the quality of services provided by it to
the public at large. This framework focusses upon the dimensions as well as the gaps lying
within the service quality in order to facilitate the development of a strong image of the brand in
global market place.
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