Essay On The Importance Of Service Quality And Customer Satisfaction

The research paper aims at looking at the importance of service quality and customer satisfaction. It concentrates on what factors define quality of service according to customers and discovers through interviewing 50 guests at the 5-star Intercontinental hotel in Australia that the most looked at aspects of quality service according to customers and the things that many customers consider when weighting whether or not they were satisfied with the quality of the services is mainly dependent on but not limited to; service security which involves the ability of the hotel to make it customers feel safe and secure while in the hotel. Thirdly, the service scape which deals with the ability of the hotel to create a conducive atmosphere through the company’s facilities, personnel and structures. Fourthly is the service competence that deals with the hotel possessing specific range of ability, skills and knowledge? Fifthly,

(1998), who measured consumer perceptions of service quality. Parasuraman found that responsiveness was the most vital factor in determining the level of customer satisfaction with services offered. 5

2.4.5Assurance

The assurance’ aspect refers to the courtesy and knowledge of the hotel staff and their ability to instigate confidence and trust to their guests including credibility, courtesy, competence and security (Parasuraman et al., 1991). Trustworthiness, responsibility and perception of assurance of the guests towards the staff is a vital factor in determining the level of customer satisfaction with services offered. 5

2.4.6 Empathy

The empathy aspect represents the provision of caring and personalized attention to customers from the staff of the hotel. It includes access or approachability and ease of contact, effective communication, and understanding of the customers by the hotel staff. It is also a vital factor in determining the level of customer satisfaction with services