Importance of Service Quality in the Hospitality Industry

This project discusses the importance of service quality in the hospitality industry, including its types such as physical facilities, staff, and materials. It also covers various services provided to guests, such as personalized greeting, working space, food and beverage services, and tourism services. The project emphasizes the significance of service quality in building customer loyalty, improving brand name, and maximizing profit.

Project | Coursework | Term Paper

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................4
CONCLUSION..............................................................................................................................10
REFERENCES................................................................................................................................1

MAIN BODY
Service quality in the hospitality industry is very important in order to attract customer as
well as to gain sustainability in the competitive market area and increase the brand value of the
company. Moreover, service helps in differentiating the organization from others and it consider
as one of the best ways to increase the success factor in industry (Papastathopoulos, 2022). A
successful hotel delivers excellent quality service to customer and service quality is considered
the life of hotel. It has been of three types such as physical facilities, staff and materials as well
as has been divided into three dimension like functional quality, technical and environmental.
These services are available for customer and to increase their experience so that it can stay loyal
to firm and helps in increasing the sales. Thus, hotel management try to improve their services
so that it can satisfy their customer and leads towards their loyalty.
Furthermore, there are different type of services that has been provided to guest so that it
can stay longer in hotel. Although services help in keeping the guest satisfied and more engaged.
Some of the most common facilities are personalized greeting in which flower arrangement are
done by the hotel as gesture of welcome. Special service like customer can reserve a
personalized table for them and it contributes in making the guest feel valued. In addition to this,
the services also depend on the budgets of customer such as for personalized service extra
expenses are required (Husna and et.al., 2022). Moreover, there should be a working space as it
most trending now due to work from home policy. It will be very beneficial for customer and
guest as they can easily work and increase their satisfaction. In addition to this, food and
beverage services is most basic and common which is given NY each hospitality sector that
helps increasing the profitability of firm (Zhigulin, Lebedenko and Kozhevnikova, 2022). Now
day most of the hotels has adopted for tourism services and there is package of tour according to
income of targeted audience. This service is very helpful in attracting customer from worldwide.
For example, hotel like Rose wood allow their guest with this services.
Along with this, services quality is very much important for hotel such as it increase
customer loyalty that contributes in increasing the brand name of the organization in market area
as well as maximize the profit. In addition to this, it also helps in building happier environment
that make consumer feel at home (Hidalg and et.al., 2022). The physical perception is crucial in
achieving customer satisfaction. Thus, services a helps in improving the relationship between
customer and establishment as well as satisfy guest are more likely to come back and be loyal to

company. In addition to this, the service based companies need to enhance its quality of services
in order to be unique in the market area and improve customer experience.

REFERENCES
Books and journals
Hidalgo, A. and et.al., 2022. Does hotel management matter to overcoming the COVID-19
crisis? The Spanish case. Tourism management. 88. p.104395.
Husna, N. S. and et.al., 2022. The Analysis of Activity-Based Management Implementation to
Increase Cost Efficiency in Hotel XY Semarang. Ilomata International Journal of
Management. 3(2). pp.175-193.
Papastathopoulos, A., 2022. Which hotel services really matter to Muslim travelers? Developing
and validating a multidimensional-continuum scale. International Journal of Hospitality
Management. 102. p.103145.
Zhigulin, A., Lebedenko, T. and Kozhevnikova, V., 2022. Developing a competitiveness
management model for entrepreneurial structures in the hotel and restaurant
business. Technology audit and production reserves. 2(4 (64)). pp.11-15.
Online references
A, B., 2018. [Online]. Available through <>
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