Service Industry Market: Reasons for Dissatisfaction and Ways to Improve Service Quality

Running head: SERVICE INDUSTRY MARKET 1
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SERVICE INDUSTRY MARKET 2
Executive Summary
The hotel industry requires the management to focus on customer satisfaction towards the
accomplishment of the intended production level. Quality services in a restaurant are used in
enhancing the productivity towards the accomplishment of the set goals in the market. The
evaluation of customer feedback is used to deal with dissatisfaction issues in the restaurant.

SERVICE INDUSTRY MARKET 3
Table of Contents
Executive Summary.........................................................................................................................2
Introduction......................................................................................................................................4
Service description and reasons for dissatisfaction.........................................................................4
Description of the poor services...................................................................................................4
Inconsistent services....................................................................................................................4
Poor customer services.................................................................................................................5
Check-in issues............................................................................................................................5
Untrained staff..............................................................................................................................5
Poorly maintained rooms.............................................................................................................6
Poor food quality..........................................................................................................................6
Offering different products and services to what is displayed on the website.............................6
Importance of customer service.......................................................................................................6
Ways to improve service quality and productivity..........................................................................8
Develop customer service management policy............................................................................8
Training and development of employees.....................................................................................8
Offer incentives to staff................................................................................................................8
Reflection statement on the value of studying the Service Industry Marketing Unit......................9
Conclusion.......................................................................................................................................9
Reference List................................................................................................................................10

SERVICE INDUSTRY MARKET 4
Introduction
The service industry is complex due to the diverse choices of the customers. Customer
loyalty in the hotel industry is achieved through quality services customized to meet consumer
needs (Korschun, Bhattacharya & Swain 2016). It is necessary for the management to perform a
consumer survey that is used in determining when there is a need for change in the organization.
The learning of consumer needs is necessary towards enhanced productivity in the hospitality
industry. The report evaluates my dissatisfactions in a local restaurant which made me unpleased
with the quality of services in the restaurant. The management of the restaurants is required to
provide the consumers with services which add value to the purchase. Customer service
representatives in a restaurant should be committed to delivering products and services as per
consumer request (Torres, Fu & Lehto 2014). The strict following of customer request is used to
deal with cases of dissatisfaction in the hotel. The report will focus on the reasons for
dissatisfaction in a restaurant and ways to improve services in the hospitality industry.
Service description and reasons for dissatisfaction
Description of the poor services
The primary focus of going to a restaurant is to acquire quality services that will meet the
needs of the client. I visited a local restaurant over the weekend to relax and enjoy my free time.
However, the services offered by the hotel were not proper making my stay in the hotel
uncomfortable. The inviting personnel at the gate were very friendly, but when it comes to the
booking process, the staffs were slow. The booking officers gave me a room that was already
occupied which is an indication of poor recording. I had to go back to the reception for a fresh