Service Quality Management - PDF
Added on 2020-10-22
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SERVICE QUALITY
TABLE OF CONTENTSINTRODUCTION...........................................................................................................................1MAIN BODY...................................................................................................................................11. Justification on importance of service quality management, recommending the adoption ofappropriate service quality management method........................................................................12. Current service delivery practices and recruitment of front line employees, theirengagement as well as managerial implications..........................................................................53. Producing a customer feedback system framework for Sunderland International Hotel inaccordance with monitoring and improving the service quality..................................................9CONCLUSION..............................................................................................................................12REFERENCES..............................................................................................................................13
INTRODUCTIONService quality management is the important aspect for all services industries as theoperations are based on bringing the satisfactory services among the consumers. There have beeneffective increment and development of operations with the motive to enhance and improveeffective consumer satisfaction. The main motive of the business is for developing businessoperations in accordance with having effective business growth. Managing activities, trainingand development awarded to the employees as well as monitoring the financial aspects of thebusiness will be effective in improving operations. In the present report there will be discussionbased on operational aspects of Sunderland International Hotel. The grievances and complaintsfrom consumers will be acknowledged to bring effective services among consumers.MAIN BODY1. Justification on importance of service quality management, recommending the adoption ofappropriate service quality management methodTo improve the consumer satisfaction with the business operations won which it isnecessary for the organisation to have adequate control over the services that has been made anddelivered by the organisations. The purchasing services from consumer which are usuallyinterested in the outcomes or experience that have been provided. It defines that, improving thequality of services is basically based on consumers’ point of view (Hahn and et.al., 2017).Therefore, it has been denoted as the subjective evaluation based on consumer preferences.There might have challenges which in reference with determining, measuring, articulating aswell as improving the quality of services for the individual.Service quality management and measurement:This is the comprising between perceived expectation and performance of the businesswith reference to address the issues and obstacles in order to meet profitable growth of thebusiness (Noe and et.al., 2017). The service quality management and measurement techniqueswill be helpful in order to make better decisions regarding the business operations and growthpractices. In Sunderland International Hotel which will be effective for managing and operatingthe activities. There is various feedback from the consumer which were relevant with the non-satisfactory services as well as unethical response from the staff members. Service quality Gap:1
The expectations from consumer is quite necessary for business to analyse and evaluatethe operational capabilities and consumer preferences for the business. Thus, the gap incurred inthe service quality process as the organisation is not capable of meeting the consumerexpectation on the required time (Teeroovengadum, Kamalanabhan and Seebaluck, 2016). Therehave been various factors and issues which are regarding in appropriate operational managementin an industry. The management of services has been based on understanding consumer requirement,developing the services accordingly and the manner of delivering them. In SunderlandInternational Hotel where it can be said that there have been various loopholes which arerelevant with the unethical and inappropriate management of the operations (Psomas and Jaca,2016). Gap in service quality have been addressed on the basis of management perception gap,quality specification gap, service delivery gap, marketing communication gap and perceivedservice quality gap.Service quality management methods:Quality Management Models and Theories : There are several theories that pertains tothe improvement in the quality of products and services being delivered by organisation to itscustomers. So for overcoming service quality issues there have been various methods which arerequired to be implicated by Sunderland International Hotel such as:SERVQUAL: This model has been developed on the expectancy disconfirmationparadigm on which it is captures the consumer expectations as well as perceptions based on fivedimensions of managing the service quality. However, implication this technique will beeffective with reference to make the adequate operational development (Ali and Raza, 2017).Thus, it consists of various features such as reliability, tangibles, empathy, responsiveness andassurance with the measured and analysed data set. In accordance with the operational goalsstated for the business growth the monitoring and making necessary improvement in the betteroperations.RATER: To measure the consumer expectation this model has been developed byValarie Zeithaml, A. Parasuraman and Leonard Berry. This model was created with the motivefor making adequate increment and development of operational motives which in turn will beuseful to address and overcome with the business inefficiency (Kaura, Durga Prasad and Sharma,2
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