Management of Service Quality and its Impact on Service Delivery Practices

Service Quality

Table of Contents
MIAN BODY...................................................................................................................................4
Critical evaluation of the principles and theories of managing service quality. Justify
importance of determining service quality.............................................................................4
Task 2...............................................................................................................................................7
Management of service quality as well as impact of its service delivery practices...............7
Task 3...............................................................................................................................................9
Produce a Customer Feedback System (CFS) framework which an organization can use in
terms of improving service quality.........................................................................................9
REFERENCES................................................................................................................................2

INTRODUCTION
Service quality in hospitality sector becomes one of most essential element for the
attaining a sustainable based competitive benefits and consumers confidence in highly
competitive basis market as well as therefore the service quality can provide hospitality sector a
best chance to make competitive differentiation for the company (Moon, Lho and Han, 2021). It
is thus measured as a important core model and a crucial victory factor in hospitality business. A
booming hotel delivers admirable quality based service to clients, or service quality is the
considered life of the hotel. Much settlement can be the achieved by a service based quality such
as the establishing consumer satisfaction, contributing to the company image, establishing people
loyalty, or offering the competitive benefits to the company. Service based quality performance
can be mean diverse to different person, for example, staff may present maximum perceptions of
the service quality than consumers perceived, as well as thus managers of business or their
workforce never like to the examiner deficiencies in a service quality. The Service quality
consists of the three dimensions which are: physical facilities, employees or materials in
business. It also the divided into the two factors: functional quality or technical quality. The
similar concept argued that is service quality considers the three elements: functional quality,
environment or technical quality (Mi and Ding, K., 2021). Other approach is confirmed that the
service quality has the five dimensions based namely: assurance, dependability, empathy,
tangibility or responsiveness . The below report is based on “The South Quay Hotel” this is
based on 4 star hotel that is operating in the central London since the 2005AD. They have 100
plus stylish and modern rooms. In 2007 company opened the banqueting and conference suite for
three event venue spaces that are suitable for meeting, wedding, hosting or any other functions.
The below report includes the main theories or principles of managing the service quality also
justifying the importance. Appraisal of management of service quality for given Service
Company and impact of its present service delivery practices on engagement and motivation.
Customer feedback system structure that the company can adopt to track and improve the service
quality.
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MIAN BODY
Critical evaluation of the principles and theories of managing service quality. Justify importance
of determining service quality
Service quality management defines a management that represents comparison of
customers on the basis of service expectation. It generally means the achievements of company
in terms of customer service. Therefore customers develop expectation of service from their
previous experience, marketing communication etc. In this service quality management is highly
beneficial for gaining profitable results (Zhang and et.al, 2021). To evaluate the theories and
principles of man ageing service quality, SERVQUAL is highly effective as it represent outcome
in positive manner. In context of The South Quay Hotel, evaluation of main theory and
principles for managing service quality along with their importance are presented below:
SERVQUAL theory
This defines as a prominent theory of service quality which is quite impressive to
measure quality of services within the presented organisation that is the South Quay Hotel. The
SERVQUAL theory is discussed below in terms of evaluating service quality:
Reliability- It is an essential aspect that reflects the ability of firm to perform the promised
service in dependable and accurate manner. It is mainly attracts customer views towards
quality. In The South Quay Hotel, management team is able to perform the promised service
that gives reliable outcomes to hotel in their long term survival. To fulfill the promised
service ((Cho and et.al, 2021). The South Quay Hotel offers leisure facilities, business class
facilities to visitors. It will attract several types of visitors such as friend group, family,
couples, professional meeting people and many more. Therefore it represent reliability in
hotel but if firm cannot offer best services as they promised to customers than it affects its
reliability and also demotivates customers.
Responsiveness- This term shows willingness of company in terms of helping customers
and offers prompt services so that they are satisfied. In The South Quay Hotel, management
adopts the bureaucratic style management due to which workers who are working in it
feeling insecure and demotivated with working culture that negatively response on services
that they offered to customers. To develops employee’s responsiveness towards offering
customer service it is very essential for The South Quay Hotel to provide participative