DISSERTATION: Perception of Quality Service from the View of Room Attendant

Running head: DISSERTATION
Perception of quality service from the view of room attendant
Name of the Student:
Name of the University:
Author’s Note:

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Acknowledgement
Thank you to all of those who have helped listened and encouraged me throughout this study. I
am indebted to my supervisor ......................... whose guidance, advice and patience have
been immeasurable. My sincere thanks to all members of the............... [Mention your
university/college name], both staff and students, whose continuous support have made this
thesis possible.
I would like to thank all of the participants in the study: students, teachers and Local Education
Authorities, for the time and help given throughout. Without their participation, this research
would not have been possible. In this context, I am also thankful to them, whose research work
helped me to execute this paper well.
Finally, I thank my family, without whom this thesis would not have been started or completed!
Your encouragement and support have never faltered; thank you.

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Abstract
The aim of the research is to investigate the perception of quality service from the view of room
attendant by referring to Meriton Serviced Apartment in Waterloo. Employees are the pillars of
the business organizations irrespective of the business sector. The employees are the ones
representing the company in front of the target audiences and the existing competitors that
signifies the idea of considering the views and opinions of the employees regarding the services
and products. Meriton is one of the largest apartment builder and developer in Australia and the
country’s biggest residential homebuilder that was founded in 1963. Metriton sells operated
service apartments and apartments under the name of Merition Suites brand in Sydney, Brisbane
and Gold Coast.
The main issues that the room attendants have identified in Meriton Serviced Apartments are in
terms of understanding of housekeeping, training, employee turnover and communication. This
research is significant because this will provide an opportunity to compare and contrast the
factors that is affecting the perception of service quality from the views of the room attendant.
For this study, descriptive research design, purposive non-probability sampling technique,
primary data collection process and qualitative data analysis technique has been used for this
study. The sample size taken for this study are four room attendants of Meriton Serviced
Apartment in Waterloo.
In this section, the data gathered by interviewing room attendants of Meriton Serviced
Apartments and the information presented in the literature review section in terms of service
quality is discussed. From the information provided in the previous chapters, it can be said that
employees are the key internal stakeholders for the business organizations because they are the

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ones representing the company in front of the target audiences. Satisfied and efficient employees
ensure quality service for the business organizations because they feel passionate towards their
job roles and responsibilities. The views of the employees are necessary, as this provides an
opportunity for the business organizations to improve their existing products and services.

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Table of Contents
Chapter 1: Introduction....................................................................................................................6
1.1 Background............................................................................................................................6
1.2 Significance of the research...................................................................................................8
1.3 Research problem statement..................................................................................................8
Chapter 2: Literature review............................................................................................................9
2.1 Understanding of housekeeping............................................................................................9
2.2 Training................................................................................................................................10
2.3 High turnover.......................................................................................................................11
2.4 Communication....................................................................................................................13
Chapter 3: Methodology................................................................................................................15
3.1 Research design...................................................................................................................15
3.2 Sampling..............................................................................................................................16
3.3 Data collection.....................................................................................................................17
3.4 Data analysis........................................................................................................................17
3.5 Ethical considerations..........................................................................................................18
Chapter 4: Findings........................................................................................................................21
Chapter 5: Discussion....................................................................................................................28
Chapter 6: Conclusion and limitation............................................................................................32

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Conclusion.................................................................................................................................32
Linking with objectives.............................................................................................................32
Limitations.................................................................................................................................34
Chapter 7: Recommendations........................................................................................................35
References......................................................................................................................................38
Appendices....................................................................................................................................43
Appendix 01...............................................................................................................................43
Appendix 02...............................................................................................................................45

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Chapter 1: Introduction
1.1 Background
Employees are the pillars of the business organizations irrespective of the business sector.
The employees are the ones representing the company in front of the target audiences and the
existing competitors that signifies the idea of considering the views and opinions of the
employees regarding the services and products. As mentioned by Orel and Kara (2014), the
views of the employees are necessary, as this provides an opportunity for the business
organizations to improve their existing products and services. It is essential for the business
organizations to ensure that the present workforce is highly satisfied with their current job roles
and responsibilities so that they can ensure effective and efficient service quality. Additionally,
the business organizations should ensure adequate training and communication so that the
employees develop ability to ensure effective and efficient services to the customers Dhar
(2015). Therefore, the perception of service quality from the view of room attendant is
investigated by considering Meriton Serviced Apartments in Waterloo, one of the largest
residential home builder and developer across Australia.
Meriton is one of the largest apartment builder and developer in Australia and the
country’s biggest residential home builder that was founded in 1963. Metriton sells operated
service apartments and apartments under the name of Merition Suites brand in Sydney, Brisbane
and Gold Coast. November 13th 2013, Meriton celebrated the 50th anniversary with more than
300 former and current employees, dignitaries, families and friends. The annual turnover of the
company rose more than 50% in 2014 that made history for the company. Until now, Meriton
has built an estimated 65,000 residential apartments and offers serviced accommodation in 17

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locations all over Australia. Therefore, the perception of quality service from the opinion of a
room attendant is investigated by referring to Meriton Serviced Apartments in Waterloo in
Australia (Meriton Suites 2019).
Research aim
The aim of the research is to investigate the perception of quality service from the view
of room attendant by referring to Meriton Serviced Apartment in Waterloo.
Research objectives
The objectives of the research are:
 To understand the concept of service quality apartments
 To critically analyzing the factors affecting the perception of service quality from the
viewpoint of the employees
 To provide suitable recommendations for improving the perception of quality service
from the view of the room attendants
Research questions
The questions of the research are:
 What do you mean by service quality?
 What are the factors affecting the perception of service quality from the viewpoint of the
employees?
 What are the suitable recommendations for improving the perception of quality service
from the view of the room attendants