Service Quality Assessment

Service Quality Assessment

Table of Contents
INTRODUCTION...........................................................................................................................1
Main Body.......................................................................................................................................1
1. Importance of managing and measuring service quality and recommendation of the
appropriate service quality management methods.................................................................1
2. Determination of current service delivery/practices and its impact on e front-line
employees, their engagement and also managerial implications............................................5
3. Formulation of Customer Feedback System that the organisation can utilise to monitor and
continually improve service quality.......................................................................................9
CONCLUSION..............................................................................................................................11
REFERENCES..............................................................................................................................13

INTRODUCTION
Service quality is the contemporary conceptualisation includes the comparison in
between perceived expectations of service with sensed performance. An organisation able to
provide high service quality will meet or exceed the customer expectations. The benefit
ascertained from this by an organisation includes high amount of profitability along with brand
image in market. The role of management in improvement of the quality of service is optimum.
All the organisations must have proper management system that work in accordance to the
requirement of customers. This will provides an opportunity to offer quality services to their
customers that satisfy their all requirements (Ali and Raza, 2017). The current report is based
upon Sunderland International Airport. This hotel have its operations in Canary Wharf, East
London since 2000. It is a 3 start hotel in nature and equipped with lots of facilities. Currently,
this hotel faces the issue of low service quality that have negative impact over its business. The
main aim of this report is about improvement in the service quality for better customer
satisfaction.
This report covers the importance of managing and measuring service quality along with
recommendations about the adoption of service quality management methods. Also, determines
the current service practices of hotel and their impact over front line employees and formulation
of Customer Feedback System (CFS) for an organisation to monitor and continually improve
service quality.
Main Body
1. Importance of managing and measuring service quality and recommendation of the
appropriate service quality management methods
Sunderland International hotel is 3 start in nature and operates its operations in Canary
Wharf, East London since 2000. The total number of rooms are present in hotel are around 100.
These are in the nature of modern and stylish en-suite rooms including standard, executive and
premier. The management of hotel made the addition in their services in 2012 and opened
conference and banqueting suite of the three different venue spaces which are good and
sufficient for the purpose of hosting, conferences, meetings, weddings and other functions. Also,
the other additional facilities are available at hotel includes gym, spa and swimming pool. This
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