This assignment focuses on the importance of managing and measuring service quality and the adoption of appropriate service quality management methods. It also explores the current service delivery practices of Canary Wharf Hotel and their impact on front-line employees and managerial implications.
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Service Quality Assessment
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Table of Contents INTRODUCTION...........................................................................................................................1 MAIN BODY...................................................................................................................................1 Importance of managing and measuring service quality and adoption of appropriate service quality management methods......................................................................................................1 Current service delivery/practicesof hotel and impactthis will have on the front-line employees, their engagement and also managerial implications.................................................5 Customer Feedback System (CFS) framework that hotel can utilise to monitor and continually improve service quality................................................................................................................7 CONCLUSION................................................................................................................................9
INTRODUCTION Service quality can be defined as service delivered to the customers that fulfil their customers expectations is known as quality service(Helo, Gunasekaran and Rymaszewska, 2017). It is extremely important for the organizations to focus on the quality of service or products that they provide to their customers as it helps them to increase their customers overall satisfaction, their loyalty towards the organization by fulfilling their needs and requirements in a proper manner. Companies need to ensure that they offer amazing services to their consumers so that customer satisfaction can be raised that is better for business to gain success in the market. In hospitality industry it is extremely important for the organization to focus on fulfilment of their customers needs, requirements and desires as most of the customers of this industry focuses on fulfilment of their needs and requirements and appropriateness and effectiveness of their service quality (Gonzalez, Gasco and Llopis, 2019). This assignment will focus on a case study ofCanary Wharf Hotel which is a 3 star hotels. This hotel offers services to leisure and business both kind of guests.Recently it is notices that services of hotel are very poor and consumers have wait for longer duration a=when they have to check in or check out. When any kind of quarry raised by guests then hotel staff tell them to talk to managers and managers do not give them satisfactory reply on time. Report will explain significance of managing service quality. Customer feedback system will be produced to improve service quality of business unit. Managerial implications will be highlighted in this assignment. MAIN BODY Importance of managing and measuring service quality and adoption of appropriate service quality management methods Importance of managing and measuring service quality Service quality is one of the most important things that every organization should focus on. Organizations need to set some specific objectives in order to meet and adhere quality of service that they provide to their customers(Rauch and et.al., 2015). There are various approaches, methods or models that can be used by the organizations in order to improve overall quality of their services and products. Management and measurement of service quality within an organization is mostly done by quality control and assurance functioning. There are various
challenges that are faced by organizations when service quality comes into picture and most of them are intangible in nature. In hospitality industry service and product quality is extremely important for the customers. Whenever, a client buys a service or product they are mostly concerned with the experience they are provided with and the outcome they will be getting from that product or service. So it can be said that the quality of service is completely based on the evaluation factors defined by the customers on the basis of their point of view. Whenever it comes to the management of the service quality, it becomes quite difficult for the service providers to manage the service quality in terms of customers point of view as most of the times customer satisfaction level completely depend upon the level of quality service they are getting. It is important for the service providers to define a structured process, to analyse, measure and improve the overall service quality(Izogo and Ogba, 2015). This will help the service providers to manage the overall service quality that they provide to their customers.This will help the service providers to maintain their customers’ expectations and perception of their overall performance. Proper measurement of service quality also helps the service providers to manage their overall service quality. Quality products and services helps the organization to fulfil their customers desires, wants and requirements and enhance their customers loyalty towards their organization. Measuring service quality- when it comes it ensure the overall service quality it is important to exceed their customer’s expectations in order to satisfy them because if the expectations are not meet then dissatisfaction level of customers will increase which will further affect their overall loyalty towards the organization(Hapsari, Clemes and Dean, 2016). Service quality can be measured by analysing five dimensions such as: responsiveness, assurance, empathy, tangible, reliability. On the basis of these five factors service quality is measured. Reliability is a factor in which ability of service providers to provide services in an appropriate manner as compared to the quality they had promised to their customers. Empathy is a service providers sense of caring and understanding customers’ needs and requirements. Tangible includes all the physical factors that involves rendering of services such as equipment, facilities and overall performance of the service. Assurance is the level of confidence that customers has on their service providers that qualityservicewill beprovided inan appropriatemanner.Responsivenessrefersto the
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promptness of service which is provided to the customers is able to respond to the customers need properly(Ali and et.al., 2016). Importance- Managing and measuring service quality is important because it helps the service providers or organization in many ways. First and the foremost thing it helps in ensuring overall quality of services and products(Dedeoğlu and Demirer, 2015). It is essential for customer satisfaction as it helps in leading customer’s loyalty towards the organization. It also helps the organization to create a product or service and design it according to the customer’s needs, wants and desire(Gonzalez, Gasco and Llopis, 2019). Other than this it helps in increasing overall productivity and revenue of the organization as well. Lastly it helps in ensuring close coordination among the employees of the organization. All the above factors are interrelatedtoeachotherwhicheventuallyhelpsinincreasingsatisfactionlevelofan organization’s customers. So, for this organizations need to ensure that all the measures to improve product or service quality are being fulfilled and management of service quality is being done and ensured by the employees and managers of the organization. In order to manage the service quality organizations, need to adopt a proper and appropriate service quality management method which will help them to improve their service quality, product quality etc. It is important for organization to manage their service quality because it helps the organization to satisfy their customers, fulfil their needs and desires, maintain or retain their employees by decreasing the overall employee turnover(Izogo and Ogba, 2015). Recommendationofwaysforadoptionofappropriateservicequalitymanagement methods There are various appropriate methods through which service quality management can be adopted. Adaptation of these methods is important for organizations as it helps in ensuring increase in overall business performance(Chen and et.al., 2019). Adaptation of appropriate service quality management method indirectly affects the competitiveness of the organization and competitive advantage that they can get from the maintenance of service quality. Currently the overall service quality of the Canary Wharf Hotel is not good which is affecting their overall customer satisfaction, decreasing customer loyalty, increasing employee turnover and many other issues. So, it is important for them to adopt a proper service quality management method in order to improve their overall service and product quality. This will also help them to resolve
further issues that the organization is facing currently. One of the most famous and commonly adoptedservicequalitymanagementmethodusedbytheorganizationisTotalquality management method. Total quality management is a method which helps in considering ways in which practise associated with the improving service quality are proper and effectivity or not. This further helps the organization to improve the overall quality of their output, internal practises, products and services as well. TQM method is most commonly used in most of the organization for maintenance of quality of their products and services. TQM method comprises of five phases: customer focus, planning process, process management, process improvement and total participation. It is one of the most effective method that can be used by the hotel to improve their service quality. TQM indirectly also helps the organization to enhance their overall performance as well as performance of their employees. It is a structured approach which also helps in bringing continuous improvement within the organization. Total involvement of all the individualinvolvedinthismethodanddedicationofeachindividualhelpsinbringing improvement and increasing customer satisfaction(Gonzalez, Gasco and Llopis, 2019). Five phases which together increases effectivity of total quality management process. At this phase’s hotel need to research about their customers’ needs and requirements from their end products and services. This will help them to identify specification that they need to focus on. This will also help the hotel to identify their customers demand and services that the organization should focus on more. It is an important phase for Canary Wharf Hotel as they are a customer- oriented organization whose main focus is to satisfy their customers and fulfil their needs and requirement in an appropriate, effective and efficient manner (Hapsari, Clemes and Dean, 2016). Based on this information, process planning is done in which all kinds of possible barriers are identified and removed as per the identified specifications. Usage of all the resources is also included in this phase. In process management phase production of products and implementation of services is ensured i.e. either this production and implementation is done in an appropriate manner or not. Next phase is process improvement, in this phase trouble shooting of all the issues is done and ways in which it can be resolved is done. Last is total participation phase in which involvement of entire workforce is checked in order to ensure the overall quality of products and services. Adaptation of this method can help the hotel to improve their overall service quality and will further help them to improve their overall service quality. There are
various other quality management methods that can be used by organization but out of all those methods best method through which overall service quality can be improved is Total quality management (Hapsari, Clemes and Dean, 2016). Will help the hotel to increase their efficiency of managing and measuring the overall product or service quality in order to enhance their customer experience within the hotel. This can only be done by focusing on fulfilling needs and requirement of their customers so that overall customer satisfaction can be improved(Gonzalez, Gasco and Llopis, 2019). Current service delivery/practices of hotel and impact this will have on the front-line employees, their engagement and also managerial implications Current service delivery/practices of hotel There are various services and practises that Canary Wharf Hotel provides to their current but the overall quality of all the services and practices that they provide to their customers. Firstly, all the services that are provided by the hotel will be indented and then all the services or practices that are required to be improved will be identified(Daskin, Arasli and Kasim, 2015). Current services delivered and practices of Canary Wharf Hotel are: they provide stylish suite rooms to their customers in three different ranges that are: standard, premier and executive. They also provide space for meetings, conferences, functions wedding’s etc. Other than this they provide facilities such as spa, swimming pool, gym and many more. They provide food and beverages facilities to their customers as well including bar, restaurant with all types of food and beverages. But there are many services and facilities whose quality is not being maintained by Canary Wharf Hotel. Customers need to wait for at least an hour for checking in. they are quite poor in responding to their customers queries, feedbacks, requirements, needs etc. front desk employees are way too much engaged in their own work because of which they do not respond to their customers in a proper and effective manner. As the hotel is understaffed, they fail to accommodate all the customers in a timely manner(Shamim, Cang and Yu, 2017). Response of the management staff to the customers issues, problem and needs is quite slow. No doubt they compensate for their poor service to their customers but the response or compensation is provided too late when the customer leaves the hotel. Because of this the overall the overall customer satisfaction and their loyalty towards the hotel is decreasing. Not only this it is also affecting the front-line employees and their engagement towards fulfilment of their duties,
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responsibilities towards the organization and customers(Pasamehmetoglu and et.al., 2017). As a result of these poor services load on employees is increasing because of which employee turnover is increasing, their customer satisfaction is decreasing. Impact of these services on the front-line employees, their engagement Various services offered by Canary Wharf Hotel has effected on the front-line office of the hotel, as with the increase in the services has substantially increased the responsibilities of the front office as various services which are offered by the Canary Wharf hotel has increased the working responsibilities and maintenance of the services(Gonzalez, Gasco and Llopis, 2019). There is an increase in services and evolution of banquet and conference halls which a has increased the performance of the Hotel but substantially increased the burden on the front officestaff there are various responsibilities which are developed like booking and promotions of the facilities generated, there are many responsibility in the form office which are not handled by the front office. There arises a chaos which are not handled by the front office(Hewagama and et.al., 2019). This service have increased the responsibility of the workers of front office has increased and they are not able to take up the work well the things are not properly managed the facility offered to the clients are not satisfactory which results in unhappy customers. There are many situations where there are insufficient staff and the workload is increased on the working staff where the staff are found unhappy as they are not paid for overtime. The management must appoint the staff which are required there must be proper training carried out which can help the workers in decision making. The decisions imposed by the higher authority must be able to be fulfilled there must be a proper management developed which can help in defining the tasks (Shapoval, 2019). The front office is versatile as they need to manage the service and quality of the Hotel. Burden on front-line staff can be decreased by hiring a sufficient staff for front office which are aware to manage the capability of the workers they must improve with the facility of the workers. This will improve the facility of the work and decisions will improve. Management department must focus on recruiting on the front-line staff and must add up the workforce. There must be a defined tasks which needs to be carried out which can help in the development of thefront-line staff. There must be a proper management criterion developed which can help in the development of the staff the things will be properly management which can help in providing better facilities. There must be proper management and powers allotted
which can provide a safe working of the hotel even when the authority is not present the work will be defined and management is carried out properly the quality of service will be improved with the better working(Douglas, Button and Casey, 2016). By providing a better facility there will be happy customers which can increase the efficiency of the Hotel. There is an improper management of the services with the increased facility as the services offered by the Hotel is not functioning properly the front-line must develop the work with proper facility and the service which can help in the development of the strategies for better functioning of the work(Gonzalez, Gasco and Llopis, 2019). Managerial implications 1.Improvement in Hotel Reputation :As per case study of the Canary Wharf Hotel, current behaviour of the manager are completely unprofessional. In every business manager needs to follow all terms of the management but in this case the manager are not put their 100% efforts in the management of hotel. Management needs to listen their customer's problems but the hotel management are not give any satisfied response to the customers. People are complaining about hotel's poor services, 1 hour wait to check-in etc. but the management of the hotel are avoided them and not take any solution step towards problems (Cornelissen and Lock, 2005). In this case management of the hotel needs to hire some more employees in the hotel. So, the current hotel staff workload become less. Then after all employees feel good at their work, and they acted good at their duty. They become able to listen their customers carefully. These all reasons are enough to improve the hotel reputation in the market. 2.Increase Employees Productivity :This management of the hotel is also responsible to increase employees productivity in the hotel. Case study define how hotel waiters are acted when customers say their problems towards hotel, waiters told customers to speak to the manager. They are not understood their own responsibilities in the hotel. This all is only happing because the management of the hotel is very poor. Management needs to provide training to the all hotel employees. Management also needs to give them perfect guidelines about their work in the hotel, and make strict rules to follow this all guidelines at work.
3.Increase Profitability :The hotel manager only checks Trip Advisor Reviews once a month, employees are not cared for hotel because they feel that there is no ownership, they feel that they are not valued by management etc. These all are the reason to decrease profitability of the hotel. In this case the management of the hotel also needs to take opinion of the hotel employees, need to know want whet they actually want and why they are acted like this (Leung and Young, 2002). These are the management responsibility to take any productive action towards employees. Otherwise, this will allow the hotel staff lose their customers and at the final result the hotel profit ratio also decrease but employing proper managerial action can help in improving the hotel performance. 4.Decrease the chance of Business Failure :The chance of the business failure also increase if these all behaviours of the hotel staff are not improve in the future. In the business language “The customer is the king of the market”, many successful businesses in the world are followed this term too seriously and always try to make their customers full satisfied by their products and services. Management needs to understand their responsibilities and try to run their all activities in proper way. These all are decrease the chance of business failure. Customer Feedback System (CFS) framework that hotel can utilise to monitor and continually improve service quality Customer Feedback System (CFS) framework that hotel can utilise to monitor There are various kinds of customer feedback system that can be used by the organization in order to manage and respond to their customers feedback in an appropriate manner. It helps an organization to understand their customers in a better, efficient and effective manner(Wirtz, 2017). This kind of system is mostly designed and used by the organization to help customers of an organization to share their feeling, thoughts and opinions about the organization’s services and product quality and timeliness of the service or product which is provided to them. These kinds of systems provides an insight to the organizations about their customers, wants, needs, desires such that business or organization can bring improvement among themselves and can work on improving their customers overall experience. It is one of the most important system that can be used by Canary Wharf Hotel to monitor and continuously improve their overall
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service and product quality(Gonzalez, Gasco and Llopis, 2019). There are many kinds of Customer feedback systems that allows the organization to not only get feedback from their customers but also allows them to get recommendations as well as suggestion from others as well. Such kind of systems are designed or produced to address all kinds of limitations or issues that are being faced by their customers. This will help in generating a deeper level of understandingofcustomersneedsfortheorganizationwhichwillincreasetheiroverall understanding of their customers and on the basis of this they can being all the chances that are required to be made within the services or products(Priuttc, 2017). This will also help Canary Wharf Hotel to continuously work on improving their overall service quality. This system is designed in such a manner that it can be used by both the customers and the employees of an organization. It is also helpful for the organization in gaining understating about buying habits of theircustomers,theirpreferencesandonthebasisofthisinformationtheycanbring improvement within their strategies that are currently used by them. Customer feedback system produced by the Canary Wharf Hotel can be used to analyse all the information gathered by the customers and identify scope areas in which they can bring improvement(Gonzalez, Gasco and Llopis, 2019). This system can also help them to track all whether all the issues or feedbacks of the customers are being focused on and resolved or not. On the basis of this information they can initiate a process through which accountability of customers problems can be done by evaluating and analysing customer’s feedback and response (Hu, Chen and Lee, 2017). This will help the organization to get in touch with their customers in a better manner and enhance their overall satisfaction level of their customers. This will also help the organization to fulfil their customers needs, wants and desires in a proper and effective manner. So that overall service quality is improved in a proper and effective manner. This provides the organization with time period to focus on their issues such as employee turnover and ways to deal with it. Customer feedback system framework– This system helps in increasing the overall loyalty of customers towards the organization(Gonzalez, Gasco and Llopis, 2019). It should be designed parallel to the customer’s journey with the organization so that trust and loyalty of customers can be earned. Hotel can utilize this framework to bring improvement within their products and services. This CFS framework will help the organization to understand their
customers issues, needs, requirements and expectation from the hotel. This framework consists of following steps. First of all customers provide their feedback regarding the services and quality of the products or services to the organization(Gonzalez, Gasco and Llopis, 2019). All the feedbacks of the customers will be recorded and displayed on the dashboard of the CFS system. All the feedbacks will be categorized according to their type and department who is going to address the feedback and level of importance which is required to be provided to the feedback. On the basis of categories of the feedbacks will be further forwarded to their respective department heads. Department heads will further analyse and work on the feedback and will identify all the requirements and issues of their customers. Then on the basis if information identified all the changes that are required to be brought will be focused on and if there is any such feedback which is continuously repeating them commodity solution will be thought of and lastly on the basis of all the feedbacks and solutions if any kind of changes are required to be brought or any area is required to be focused on then it will be done(Liu, Jiang and Zhao, 2019). Then further a continuous feedback from employees and customers will be asked in which they will be asked whether they are satisfied with the changes of not and what further changes they want the organization to do. This CFS system will not only be for the customers but even employees of the organization will also be able to use this system so that management can get to know all the issues that are being faced by the employees of hotel staff like lower wedges. Solving these issues will also help the organization to increase their employees as well as customers satisfaction. Continually improve service quality This framework will help Canary Wharf Hotel to improve their overall service quality in many ways. Not only this there are various kinds of challenges that are faced by organization in addressing their customers feedback can also be addressed with the help of this system. In other words,ithelpsin simplifyingtheoverallfeedbackmanagementsystemaswillhelpin segregating overall feedbacks according to their types so that it becomes much easier for the management to address their customers as well as employees’ issues in a proper manner. Addressing their staff members of employee’s issues will help them to retain their employees and decrease their overall employee turnover(Gonzalez, Gasco and Llopis, 2019). Employees will be able to focus more on their work, responsibilities and will more dedicatedly fulfil their
duties. Management will be able to focus on planning strategies so that they can recruit more effective and efficient employees. Retaining their employees will automatically help them to resolve their issues such as customers will be able to check in on time, all the customers will be provided with the rooms on time and if they have any kind of issue then it will be resolved on time. Implementation of this customer feedback system will also help the Canary Wharf Hotel to fulfil their customers’ requirements, wants, desires which will further increase their customer satisfaction and loyalty towards the organization (Liu, Jiang and Zhao, 2019). With the help of this system overall all the issues related to product and service quality will be addressed which will further provide the hotel time to think on strategies or method through which they will be able to bring continuous improvement in the overall service quality. CONCLUSION Study can be summarised as service quality is helpful for the firm as it helps business in raising production capabilities and generating more revenues in the firm. If companies ensure offering amazing services then consumers can become positive towards the organisation that would be better for the firm retaining them in firm for longer duration. Total quality manager is the best method that aids in analysing existing problem in the firm and taking appropriate action to resolve that issues. Customers are life blood of the firm if consumers are happy then entity can sustain in market for longer duration. Customers want frequent services hence managers of the firm always have to ensure that people are working well in the firma and employees are offering amazing services to the customers. That is the way through which managers can bring positive changes at workplace that would better for organisation in performing well in market and gaining competitiveadvantage as well. If there is effective recruitment practices then entity will be able to work with talented staff that would be better to get success in market .
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