TLH339 SERVICE QUALITY

TLH339 SERVICE QUALITY

Table of Contents
INTRODUCTION.......................................................................................................................................3
MAIN BODY..............................................................................................................................................4
A Critical evaluation of the main theories and principles of managing service quality. Justify
importance of measuring service quality.................................................................................................4
Critical appraisal of management of service quality for The South Quay Hotel, establishing its impact
of its current strategy delivery practices on motivation and encouragement of staff...............................8
Produce a customer Feedback system (CFS) framework that organization can utilize to monitor and
continually improve service quality.......................................................................................................11
CONCLUSION.........................................................................................................................................14
REFERENCES..........................................................................................................................................16

INTRODUCTION
Service quality defines as a process of customer comparisons that is associated with the
expectations of services as it also related to the performance of the business enterprise. Any
business enterprise that has high level of service quality is reflecting as providing best customers
experience to customers and fulfilling their requirements that help in becoming a economically
competitive within their relatable business industry. Therefore improvements within the quality
of services within the service industry helps in attaining the operational processes of the business
enterprise that helps in long term survival within marketplace by attracting number of customers.
It represents as an achievement in the customer satisfaction that helps in attracting more new
customers at the same time so that profitability and sustainability of business enterprise will
develops (Prakash, 2019). This report is based on given case study that is The South Quay Hotel
that is a leading services organization within the London. It is a type of 4 star hotels that show
their presence in market since 2005. This hotel has around 100 modern and stylish en-suite
rooms along with different standard of quality that is premier, executive and standard. This hotel
also offers special customers services by providing facilities based on gym, swimming pool, spa
etc. along with providing special dining area for food and beverage operations where guest and
visitors do their lunches and breakfast properly (Sampaio, Hernández-Mogollón and Rodrigues,
2019). As a service quality manager, this report represents several aspects based on managing
service quality within a hotel so that number of guest is attracted towards it. It includes
evaluation of main theories and principles of service quality along with their importance within
the hotel. It also explains the current strategy delivery practices that are used by an organization
for motivating employees towards managing service quality so that high profitability results are
attained along with long term survival within the marketplace. At last it produces a customer
feedback system framework to embrace service quality and sustainability within business
industry and this also useful to attract and retain customers within the Hotel along with
maintaining loyalty and satisfaction of guest for a longer timer period.

MAIN BODY
A Critical evaluation of the main theories and principles of managing service quality.
Justify importance of measuring service quality
Service quality management refers to a management that reflects the customer’s
comparison on services expectation that was provided by the business enterprise. Service quality
is demonstrating as an output of service delivery system that is directly linked with the
satisfaction of customers and guest. In terms of service quality management the main theory of
service quality is SERVQUAL that is highly beneficial for managing service quality (Lee and
Yu, 2018). In this several principles are also included that helps in proving the overall
performance of service quality and guides the company employees in right direction. In terms of
The South Quay Hotel, the evaluation of main service quality theory and principles of managing
service quality are presented below:
SERVQUAL theory
It refers to an effective theory of service quality that is useful to measure the service
quality construct. In terms of The South Quay Hotel, SERVQUAL theory is presented below:
 Reliability- This term reflects the ability to perform service accurately and dependably.
This term have highly influence the customer perception of quality (Fatima and et. al.,
2019). In terms of The South Quay Hotel, has been highly emphasis on protecting the
reliability within Hotel industry. To meet customer expectation, hotel provides business
and leisure facilities to guest. This attracts all types of customers like families, friends,
business people etc. hence it shows reliability in hotel market and positively influences
customer perception of quality.
 Responsiveness- It reflects willingness to help customers and respond to satisfy customer
requirements (Latif, Pérez and Sahibzada, 2020). In terms of The South Quay Hotel, due
to bureaucratic style of management employees are not satisfying with company culture
that would negatively response to helping the customers. To maintain responsiveness
manager provide training to employees timely so that they are connected to offer service
quality.