Service Quality Evaluation Through Satisfying Customers in Tourism, Hospitality & Events Industries

Service Quality Evaluation Through Satisfying
Customers (both internal and external) in Tourism,
Hospitality & Events Industries
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Table of Contents
Introduction................................................................................................................................3
Describe and critically evaluate the use of quality management tools......................................4
Use and analysis of Six Sigma...............................................................................................4
Application of Six Sigma and analysis..............................................................................4
Instances of Six Sigma application in the tourism and hospitality industry around the
globe...................................................................................................................................5
Use and interpretation of JIT.................................................................................................5
Identify the benefits and drawbacks of using these techniques.................................................7
Benefits of Six Sigma..............................................................................................................7
Challenges of Six Sigma.........................................................................................................7
Benefits of JIT........................................................................................................................8
Challenge of JIT.....................................................................................................................8
Draw upon relevant academic journals and literature to enhance the understanding of how
quality management techniques can influence staff behaviour in the workplace......................9
Cite and analyse contemporary examples from within the international tourism, hospitality
and leisure industry..................................................................................................................11
Identify areas for improvements to increase employee satisfaction and quality service.........13
Conclusion................................................................................................................................15
References................................................................................................................................16
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Introduction
Tourism, hospitality and event management industries have withstood various changes over
the past few years due to the international expansion of tourism, changing patterns in
consumer preferences; both internal and external, industrialisation, development of aviation
and transport and others. This has carried paradigm shifts in the operations and functions of
the hospitality industry. The demanding consumers and an augmented sense of consumer
satisfaction led to the application of new quality management parameters assembling
hoteliers to use quality management tools as a useful aid. During the past years, there is a
remarkable change experienced in the hospitality and tourism industry, and the core reason
being is Service Quality. () have outlined that service failure can have significant effects on a
company because consumers frequently change to a new provider when they acknowledge a
service failure. Although, among consumers who face service problems, those who have
satisfactory resolution are more likely to stay loyal to one service provider. Therefore, it is
imperative for a company to identify its consumer's idea of service quality and develop
mechanisms to sustain the quality of services. This study will undergo an evaluation of
existing service quality measures in international tourism and hospitality industry through an
analysis of its impact and theoretical instances of its effects on staff behaviour.
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Describe and critically evaluate the use of quality management tools
Application and analysis of Six Sigma
Six Sigma process is a disciplined, statistical-based approach and continuous development
method for reducing limitations in a service, product or project. This management tool
focuses on identifying consumers’ needs better and reducing defects and waste according to
that (Anbari, 2002). Essential objectives and application of Six Sigma in the tourism and
hospitality industry is described below;
Figure 1: Objectives of Six Sigma
(Source: Anbari, 2002)
Application of Six Sigma and analysis
Figure 2: Connection between Six Sigma application and hotel performance
(Source: Kamar, 2014)
From the above presentation, it has been understood that initial regression analysis that
evaluated the influence of the application of the management tool (as autonomous variable)
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