Service quality management | Assignment
Added on 2021-01-01
19 Pages6073 Words73 Views
SERVICE QUALITY
Table of ContentsINTRODUCTION...........................................................................................................................1MAIN BODY ..................................................................................................................................11) Importance of measuring and managing service quality along with recommendingappropriate service quality method........................................................................................12) Service delivery methods used by an organisation along with its impact on employees andmanagerial implications..........................................................................................................63) Customer Feedback System (CFS) framework that organisation can utilise to monitor andcontinually improve service quality.......................................................................................9CONCLUSION..............................................................................................................................13REFERENCE ................................................................................................................................15
INTRODUCTIONService quality is specified as the product of the efforts which are carried out by eachemployee within an organisation in order to satisfy the requirements and needs of customers. It isdesigned as excellence which is perceived by the clients. Each customer expects standardisedservices in return of money they have paid. Service quality evaluates the extent at which serviceis delivered by comparing the expectation level of customers (Mok, Sparks and Kadampully,2013). Those businesses which meets the expectation level of customers posses high servicequality. This assignment is based on Sunderland international hotel which is situated in CanaryWharf, East London, UK. Sunderland hotel is rated three stars on the basis of their services andcustomer feedback. Facilities offered by hotel includes Spa, Gym, Conference room, banquetinghall and wedding venues. This report involves value of measuring and managing service qualityand the methods associated with quality management methods. Beside this, impact on employeesand managers due to current service delivery practice is discussed. At last an effective customerfeedback system framework is developed which helps in improving and monitoring servicequality. MAIN BODY 1) Importance of measuring and managing service quality along with recommending appropriateservice quality methodService quality within hospitality sector becomes one of the vital aspect in gainingcustomer confidence and competitive advantage within marketplace. This is the reason servicequality within hospitality industry offers a great opportunity to differentiate one business withanother. It is treated as a critical success factor in building positive reputation of industry inhighly competitive market. A standardised hotel offers eminent quality services to theircustomers and guests which benefits hotel in enhancing their revenues and profits in a desiredmanner. High Service quality offered by Sunderland international hotel will results in achievingcustomer satisfaction, Contributes in building positive image, enhanced customer loyalty,increased profitability and high competitive advantage within specified time period (Hermannand Flecker, 2013). Service quality measurement can be variable for different people. One example is thatsome customer prefers high luxury and standardised service whereas other prefer affordable and1
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