Service Quality Assessment

Service Quality Assessment

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/practices of hotel and impact this 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
of Canary 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
quality service will be provided in an appropriate manner. Responsiveness refers to the