Service Quality Measurement Methods - Doc
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Added on 2021-02-19
Service Quality Measurement Methods - Doc
Added on 2021-02-19
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Table of ContentsContents...........................................................................................................................................2INTRODUCTION...........................................................................................................................1PART 1............................................................................................................................................1Conceptual understanding...........................................................................................................1Process in the service quality management.................................................................................2Service quality measurement methods........................................................................................3PART 2............................................................................................................................................5Service quality impact on canary wharf hotel............................................................................5Service quality impact different practices...................................................................................6PART 3............................................................................................................................................9Framework of the Customer Feedback System...........................................................................9CONCLUSION..............................................................................................................................10REFERENCES..............................................................................................................................11
INTRODUCTIONQuality management refers to build the customer base and loyalty to improve the brand.It is helps to improve the profitability of the firm by using the different quality managementmodels in the business. Thus, many firm consider that business make profits by providingsatisfaction to the customers. The quality management helps to improve the quality of product byusing the best raw material and different production process (Sichtmann and Micevski , 2018).Hence, it can help to increase the brand image as well as it can change the perception ofcustomer towards the goods and services.The present report is based on quality management of canary wharf hotel. The aim of thisreport is to assess the impact of the quality of hotel services on the loyalty of customers. Hence, report will describe the importance of quality management to improve the qualityof services. Moreover, report will describe the quality management process and methods toimprove the services of hotels. Moreover, assessment will describe the impact of service qualityon the canary wharf hotel and also provide some recommendation. Furthermore, report willproduce the customer feedback systems that firm used in the business to utilize a and improvethe service quality. PART 1Conceptual understanding.Dimension in the service quality and customer satisfaction.The purpose of understanding and examine the satisfaction level of the customers in thequality of service the hotel is offering as there is high labour turnover in the Canary Wharf Hotelthere will be an negative impact is being happened on the services given by the hotel as theemployees are constantly changing and it will impact the organisation a lot. It is very importantfor the hotel industry to identify the services they are giving and find out the gap in between thequality of service they are offering and the expectations of the customers. For any businesscustomer satisfaction is the internal feeling for every individual that they may realise thesatisfaction and dissatisfaction that is totally depends on the individual and this all will be findout by the assessment of services that is being provided to the individual in context ofanticipation of the customers and the hoteliers are continuously trying to give their best possibleefforts in improving the quality of services and the satisfaction among the customers (Sharpleyand Telfer, 2015).1
Service Profit Chain.Service profit chain is the model that is being to determine in the accommodationindustry with the aim to find out the relationship among the hotel and the customers and thismodel helps the Canary Wharf Hotel to find out the all the components that is being required tomake the hotel successful they find out all the aspect that eventually becoming the problem forthe growth of the industry and find out the reason of problem that effect the hotel (McPhail andet.al., 2015).Development of Business and its expansion, success and failure.It is very important for the business to develop and make the growth in the industry forthis they have to provide the best quality of services and make the customers happy that is theonly way to make the business success and failure. Is the customers are happy than themanagement of the hotel industry can focus on the expansion of the business.Process in the service quality management.Service designService design is one of the important aspect of canary Wharf Hotel because it leads tothe competition in the business. It includes both the aspect that is development of the servicesconcept and also design the system to deliver the services (Styles, Schoenberger and Galvez-Martos, 2015). It is basically the activity of planning, organising the people, communicationmaterial of the service so they can improve the quality of services and also maintain thecommunication in between the service provider and the customers. The purpose of the servicedesign in this hotel is to establish the best practices among the rest of the hotel so they can fulfilthe need of the customers as well as the capabilities of the service providers. It is one of thesuccessful method in designing the services and make the services user friendly. It is thespecification and construction of the process that is going to be deliver the valuable services tothe particular customer (Sharpley and Telfer, 2015). This services can be of both the types that istangible and intangible and involves the artifacts that includes the communication, environmentand behaviour. Service design is an activity that suggest us the behaviour pattern whileinteracting in the service and this pattern supports the aspects of designing the service that isbeing given to its customers.Settings/ service scape2
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