Service Quality Management Essay
Added on -2020-07-22
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Service Quality
Table of ContentsINTRODUCTION...........................................................................................................................1TASK 1............................................................................................................................................21.1 Significant of Quality Management......................................................................................21.2 Measuring and managing quality..........................................................................................41.3 Quality management and measurement approaches.............................................................8PART 2............................................................................................................................................92.1 Service quality affect on Canary Wharf Hotel .....................................................................92.2 Impact of services and recommendations.............................................................................9PART 3..........................................................................................................................................10Customer Feedback System......................................................................................................10CONCLUSION..............................................................................................................................15REFERENCES..............................................................................................................................16
INTRODUCTIONIn the recent scenario, quality of services and products plays an important role for everyorganisation due to this employers of the firm concentrate on to maintain quality of their goods.Basically, service quality is an concept which aids to define how services offers to the customersas per their expectations and needs. While an organisation selling goods and products than it isnecessary to analyse and evaluate satisfaction level of consumers so that company can easy toimprove quality and implement some required modifications in their existing services. Apartfrom this, it is essential to identify problems and issues so that can easy to resolve with the helpof appropriate solutions. (Ryu, Lee and Gon Kim, 2012) An organisation who try to providebetter quality of services to their customers so that they can get contending advantages.However, it is required to be make an plan for enhancing services than respectively raise profitlevel and sales as well. In order to this, while an wants to get success in the competitive marketplace than it is needed to be implement some appropriate changes and modification as per themarket trends and customer's requirements. So that employees of the company can significantlygive fully satisfaction to consumers towards their expectations. Therefore, in the context ofservice encounter in which concluded several terms such as customer's expectations which theyseek from organisation, tools and methods which can be used in the marketing department.Generally, customers are always compare between actual products and desired needs. If they arenot get proper satisfaction than they build negative image in their mind towards company as wellas their services. (Kassim and Asiah Abdullah, 2010)Canary Wharf is an business districts which is established in London. Basically, in whichcarried out major financial institutes and many tall buildings due to this, it consider as secondtallest building of the Britain. However, there are several operations of Canary Wharfadditionally they have also expanded their business in Hotel sector. So that they can give betterquality of hotel services and facilities to visitors who are coming from different areas. In order tothis, they are using and applying several appropriate methods and strategies within theorganisation for attracting high number of visitors towards organisation. They try to make theirplace more attractive by using effective paintings, hangings, crafts and others. Moreover, theyare having different operations in restaurants and bars where employees are giving luxuryservices and facilities to consumers. 1
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