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The purpose of this research is aimed to identify the gaps or discrepancies between the hotel managers and the customer’s perspectives of service importance and service performance satisfaction through the analysis of Service Quality Gap Model. The theory suggests that 5 gaps of service quality; the knowledge gap, the standards gap, the delivery gap, the Measuring service quality in the hotel industry: A study in a business hotel in Turkey. Author links open overlay panel Atilla Akbaba. Show The research findings also confirmed that, although the SERVQUAL scale was a very useful tool as a concept, it needed to be adapted for the specific service segments and for the cultural context within Abstract: One of the factors that affect labor productivity, especially in the hospitality industry, namely Quality of worklife (QWL). QWL is considered as the main driving force for the company's performance and the importance of free time indicated by the relationship with the various domains of life other that ultimately leads to QWL. QWL
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The respondents‟ general perception towards the service quality offered by the hotel/restaurant was between a mean score of (assurance) and (responsiveness). Further analysis by comparing the perceived performance and expectation level revealed that the perceived performance on all dimensions fell short of their expectations In line with this, the study examines employee service recovery affecting customer trust and determines the effect customer satisfaction has on customer loyalty. The study adopts a descriptive research design approach targets the hotel customers. Employing stratified sampling technique and using questionnaires, data were collected and analyzed Service quality measurements can be utilized to measure the Customer Satisfaction. In hotel industry it is basic prerequisite to keep up service quality to draw in more customers and for expanding the market share. The main purpose behind this research study is to investigate the impact of service quality on consumer satisfaction in ABC Hotel
1. Introduction
The purpose of this research is aimed to identify the gaps or discrepancies between the hotel managers and the customer’s perspectives of service importance and service performance satisfaction through the analysis of Service Quality Gap Model. The theory suggests that 5 gaps of service quality; the knowledge gap, the standards gap, the delivery gap, the Customer Perceptions On Service Quality Of Front Office Staff At Hotel,IJSR - International Journal of Scientific Research(IJSR), IJSR is a double reviewed monthly print journal that accepts research works. + Manuscript submission, + Research Paper Published, + Articles from over Countries Abstract and Figures. Purpose – The main objective of this paper is to critically appraise various service quality models and identify issues for future research based on the critical analysis
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· Some of the characteristics and activities of a successful hotel business are proper presentation and constant improvement of qualitative services, which exceeds the expectations of customers in every way including from pre-booking to post-stay. The choice of hotels becomes one of the main issues of discussion: the variety of the hotel services, quality, reliability, and of service quality and customer service are entirely different from those of developing countries (Khan & Fasih ). Studies on service quality have focused on the banking industry (Khan & Fasih ; Kaura, et al.,, airline industry ) (Lubbe, Douglas, & Zambellis, ),hotel industry (Marković, & Raspor Janković, ), educational Service quality measurements can be utilized to measure the Customer Satisfaction. In hotel industry it is basic prerequisite to keep up service quality to draw in more customers and for expanding the market share. The main purpose behind this research study is to investigate the impact of service quality on consumer satisfaction in ABC Hotel
Volume : IV, Issue : VII, July - 2015
· The purpose of this study is to empirically examine the relationship between service quality and customer satisfaction in Vietnamese hotels, survey questionnaire was constructed with 23 service quality items covering 5 service quality dimensions based on SERVQUAL model. Data were collected from guests of 33 three-star hotels in Vietnam in Abstract: One of the factors that affect labor productivity, especially in the hospitality industry, namely Quality of worklife (QWL). QWL is considered as the main driving force for the company's performance and the importance of free time indicated by the relationship with the various domains of life other that ultimately leads to QWL. QWL Keywords: hotel service, quality, management, employees, program 1. INTRODUCTION Overall modern business and tourism development philosophy is geared towards tourists, guests and consumers and satisfying their needs and desires. Modern hospitality is
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