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Measuring Service Quality PDF

Added on - 23 Nov 2020

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Project report
TABLE OF CONTENTSINTRODUCTION...........................................................................................................................3MAIN BODY...................................................................................................................................31. Significance of managing and measuring service quality and service quality.......................32. Establishing their current service delivery practices and assessing the effect it will have onfront line workers and their engagement.....................................................................................73. Producing customer feedback system framework which enterprise can use for monitoringand enhancing quality of services.............................................................................................12In context ofSunderland,manager in hotel is required to continuously monitor social channels.It is required by management in an enterprise to arrange valuable resources that are required formonitoring as well as responding to feedback or queries of customers.......................................14CONCLUSION.............................................................................................................................14REFERENCES..............................................................................................................................16
INTRODUCTIONManaging the quality of product or service in every sector especially for service industryis very much crucial in order to maintain sustainability in highly competitive businessenvironment. Quality is the factor which supports companies in attracting the customers andinfluencing them to buy specific services. It also helps business entities in developing strongrelationship with clients. An effective Service quality management is important in context ofretaining profitable customers for long term. The purpose of quality management is to providehigh level of satisfaction and good experience to shoppers. Proper service quality management isnecessary for accomplishing desired business objectives. Quality of product or services offeredby companies have direct as well as significant effect on their brand image and also on sales aswell as profitability. It is required by manager in an organisation to develop proper frameworkfor monitoring the quality of products or services. Business entity should set high qualitystandards as this will assist them in gaining the competitive advantage. Establishing high qualitystandards is considered to be as an effective strategy for masking difficult for new firm to enterinto industry.The report have focus on identifying the different issues faced bySunderland.It isbasically a three star hotel various services such as food, accommodation, space for hostingconferences, parties etc. Study will emphasize on demonstrating the significance of managingand measuring service quality. It will highlight current service delivery practices by anorganisation. Assignmentwill include detail about the different methods which can be used formanaging service quality.MAIN BODY1. Significance of managing and measuring service quality and service qualityService quality management consists of different procedure which can be utilised bymanager for assessing the quality of services as per the customer expectations. It also includeslong term monitoring as well as maintenance of all services which are offered by organisation toits customers. An effective service quality management is essential in order to achieve desiredresult. It is also very much important in order to meet customer expectations and provide highlevel of satisfaction to clients. In context ofSunderland, as business entity is facing the variousissues which can have negative effect on the sustainability as well as growth of business. Service
quality management is very much important forSunderlandfor maintaining the sustainablegrowth (Lin, 2016). It also necessary for accomplishing desired business objectives.In context of Sunderland, Service quality management plays crucial role in continuousimprovement which is essential in order to foster business growth.It is required by manager inSunderland companyto develop proper quality management system, as this tactic will aidorganisation in improving service performance. Service quality management is also essential forchanging the perception of consumers related to the services offered by enterprise. An effectiveservice quality management can assistSunderlandin enhancing the brand image. It will helpbusiness entity in increasing sales and profitability. In context ofSunderland,management inorganisation need to concentrate on improving service quality as this will help firm in improvingthe rating (Heitel, Kämpf-Dern and Pfnür, 2015).Service quality management is also essential for firm in order to maintain its position inan industry. Improving as well as maintaining the quality standard of services is very muchimportant for gaining the customer loyalty. Service quality management is also important forinspiring employees as well as positively influencing their behaviour and interaction with clients.An effective service quality management will helpSunderlandin ensuring success. Quality ofservices offered by organisation has direct as well as significant influence on decision makingprocess by customers. It is required bySunderland,to concentrate more on the quality of servicerather than providing facilities, as this will help them in differentiating their products or servicesfrom that of competitor (Lin, 2016). It will assist organisation in gaining competitive advantage.An effective service can be used as an effective marketing technique for generating brandawareness as well as promoting services. It also helps business entity in increasing customer basewhich is very much important or long term growth of company. Delivering the good quality ofservices is crucial in order to meet the customer expectation and fulfil their demands or needs..Proper quality management assist business entity in increasing sales and profitability. Goodquality of services enables company to gain the customer confidence and allow them to insistsclient to make frequent purchase of services.There are basically two approaches which can beadopted bySunderlandfor managing service quality these are proactive as well as reactiveapproach.Proactive approach :As per this approach it is required bySunderlandto reach target customerand obtain feedback from them related to the quality of services offered. Proactive approach will
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