Service Management - Assignment Sample

Running head: SERVICE QUALITY 1
Title
Student’s name
Institution’s name

SERVICE QUALITY 2
Executive Summary
The aim of this case analysis was to evaluate the quality of service that Obsidian Hill Hotel
provides to its customers. The study also aimed to evaluate the service quality built on the
SERVQUAL five dimensions of quality. The study also aimed to determine the service quality
gaps which the hotel presents. The case study also reviewed on the service management
strategies based on what the hotel has achieved and what it needs to improve on. To achieve this,
the customer feedback was used for evaluation. From the findings, Obsidian Hill Hotel had a
poor rating as based to the five dimensions of quality. Its tangibles appearance is not attractive.
The rooms are old and cramped. Most customers were not impressed with the appearance of the
room. The service provided to customers was not reliable. The hotel staff was very responsive to
customer requirements. The customers were not assured of the service and the workers were not
empathetic towards customers. The hotel’s three major departments are not delivering proper
service to customers. Staff is not very welcoming and the departments are not united.
Recommendations were made for this study on how to improve the quality of service delivered
to customers. The human resource department needs to make defined work roles for the workers.
There was a recommendation that the departments of the hotel be united for better service
delivery.

SERVICE QUALITY 3
Evaluation of Service Quality in the Hospitality Industry
Introduction
The quality of a service is the perception of a service expected performance to the
customer’s desired expectations. Quality service will usually exceed the expectations of a
customer. The quality of a service will determine the profitability and the ability of business
compete. Service providers usually assess the customer requirements before providing a service.
This is to ensure that the customers are satisfied which improves their chances of customer
retention. In relation to the hotel industry, all the departments work together to ensure that a
customer is satisfied. For example; room service, food and beverage service, leisure service and
front desk service. How a customer is treated in any of these areas highly determines the
customer review of the hotel (Saleem, & Raja, 2014). The intention of this case analysis is to
evaluate the quality of service delivered by the staff of Obsidian Hill Hotel to its customers. It
will include the service management industry analysis, issues concerning the measurement of
customer satisfaction and strategies to address service organization processes. The case analysis
will also include the recommendation strategies to improve service management in that hotel.
Evaluation of Service Quality (Servqual 5 Dimensions)
The SERVQUAL is a research instrument which applies the dimensions of service
quality to assess customer anticipations and insights of a service. Depending on the customer’s
actual observation of the service experience, the service quality is confirmed or disconfirmed. It
therefore means that if service providers have these dimensions in place, they have a high chance
of gaining customer loyalty. The five dimensions on which the SERVQUAL is based include
tangibles, reliability, responsiveness, assurance and empathy (Goldstein, Johnston, Duffy &
Rao, 2002).
The first one is the tangible dimension. This dimension focuses on the outlook of
facilities. It also includes the appearance of personnel and even the communication tools.
According to the customer feedback, they were not impressed with the room. It was oddly
shaped, cramped and the bathroom was not very welcoming (Bailly, & Léné, 2012). “The
bathroom and toilet looked to be near the end of their porcelain lives.” The customer also
complained that the boardroom was worn out. The customer was therefore not satisfied with the