Management of Service Quality at The South Quay Hotel

Service Quality

Table of Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY .................................................................................................................................1
1) Evaluation of the principle and theories of managing service quality with justification of
importance of service quality.......................................................................................................1
2) Critical appraisal of management of service quality of The South Quay Hotel by
establishing the impact of its recent service delivery practices on inspiring and engagement of
the workers...................................................................................................................................5
3) Customer Feedback System framework which organisation utilize to identify and determine
to improve the service quality......................................................................................................8
CONCLUSION .............................................................................................................................11
REFERENCES ...........................................................................................................................12

INTRODUCTION
Service quality refers to the comparison of services which customer expects to take best
services from the company which view the performance of an organisation (Ahmad, Ahmad and
Papastathopoulos, 2019). When enterprise has good service quality then it attract end users
needs and demands which helps them to stay in competitive market. It plays essential role in
business as to retain consumers, environmental factors as well as internal factors to succeed and
increase performance in business. Developing service quality maximize the sales as well as
revenue in order to retain new as well as existing ultimate users. There are many ways by which
they attract users from their marketing channels by communicating the best service and facilities
in their business. It is most important method for entity to differentiate their quality services from
the competitors. The South Quay Hotel is considered in this report. This hotel is a 4 star hotel
which is situated in East London and operating since 2005. It expands their business by opening
conference and banquet suit for meeting, weeding and other party. However, it increase there
area for more rooms and events along with the gym, spa and swimming pool which lead to
maximize profitability and operations of hotel (Aksu, Albayrak and Caber, 2021). This report
includes theories as well as principles of managing service quality with importance, impact of
recent service delivery practices on the inspiration and engagement of employees and Customer
Feedback System which help them to improve service quality.
MAIN BODY
1) Evaluation of the principle and theories of managing service quality with justification of
importance of service quality.
The term service quality is defined to give proper and best services to acquire the
ultimate users. However, improving the quality of services maximize earnings in business
through to attract existing audiences, retain ultimate users by brand image and develops usage
rates of users. The importance of service quality is to gain a competitive advantage which helps
to build end users confidence in the competitive market. It emphasis the service by meeting the
needs and demand of consumers. To measure and monitor service quality by follow up surveys,
app survey documentation analysis as well as using social media networks. Mentioned below are
the theories of service quality which are as:
1