Managing Service Quality in Hospitality Industry

Service Quality

Table of Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
1. Evaluate theories and principles of managing services quality along with importance..........1
2. Critical appraisal of the management of service quality for the given service organisation in
the case study, establishing the impact of its current service delivery practices on the
motivation and engagement of staff.............................................................................................4
3. Produce a Customer Feedback System (CFS) framework that the organisation can utilise to
monitor and continually improve service quality........................................................................8
CONCLUSION..............................................................................................................................11
REFERENCES..............................................................................................................................13

INTRODUCTION
The term service quality is comparison between services expectation of people and
performance of hotel or any other firm (Ahrholdt, Gudergan and Ringle, 2017). If a business
have a high service quality which means that is capable to meet their needs and want of customer
preferences and tastes in their perspective industry. It is linked with customer satisfaction like
how customer can satisfied with their services, what type of service they want and what is their
perception related to service or product. It is most important in retail services where they can
achieve their organisational goals and objectives which may not be able to succeed in today's
international economy as well as competing surroundings. Selected organisation is South Quay
Hotel is a four star hotel which is base in united kingdom and established by 2005. The hotel has
modern and stylish rooms and they provide free Wi-Fi and opened a conference room and
banquet system are also started. For this assessment, various topics are covered which are named
as evaluate their theories and principles of service quality, critically estimate management of
service quality, impact of its current service delivery pattern and to make a feedback of
customer system that firm can apply and monitor to improve service quality system.
MAIN BODY
1. Evaluate theories and principles of managing services quality along with importance
It is an aspect to measure their previous year to current perception and most important to
accomplished their organisational objectives and goals (Aisyah, Salim and Sofyan, 2019). They
can provide and compare customer expectations and performance of firm how they can maintain
god and better relationship with customers. Key theories are defined in service quality with
context to South Quay Hotel are as mentioned below:
Balanced theory: This theory of service quality is based and focused on manufacturing
and study their service quality for customer in service sector are lacking. It is practically applied
to explain like how service firm, and service provider can provide their services in a balanced
and proper way so that consumer can influence their quality that they provide. In case of South
Quay Hotel, they put all their efforts to maintain and develop their services for customers and
determine how positive or negative effects on quality among the customers. It enhance to
understand their quality service and maintain a relationship, with customers so that more
customers can attract with this hotel.